Customer Success & Escalation Specialist

Jobtailor; Galway; On-site; EUR 32,000 - 42,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Service Escalation Specialist in Ireland to act as escalation point for complex issues, support Sales, onboard customers, and coordinate with Product, Operations, and Finance.

You will prepare quotes, ensure order accuracy, maintain processes, provide proactive status updates, and present to internal stakeholders. Requires 2+ years in tech customer service and Oracle/Salesforce knowledge.

Qualifications

• Minimum 2 years in Customer Service, preferably in the high technology industry.
• Knowledge of Oracle, CRM systems and data analysis tools.
• Ability to work in a fast-paced environment with multiple priorities.
• Clear written and spoken English; additional languages advantageous.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Experience with Oracle and Salesforce preferred.
• Must be legally authorized to reside and work in Ireland; immigration sponsorship not available.
• International relocation or remote work outside of Ireland will not be considered.

Responsibilities

• Act as an escalation point for complex customer issues and support Sales activities.
• Manage customer expectations and ensure timely resolution of escalations.
• Support customer onboarding and enablement, including ordering processes and required forms.
• Coordinate with Product, Operations, and Finance to remove blockers.
• Prepare and validate quotes with configurations, pricing, and lead times.
• Follow up on approvals and coordinate quote-to-order activities.
• Ensure order accuracy and conduct backlog reviews.
• Provide proactive status updates to remove blockers and improve customer experience.
• Escalate to management when necessary; create and maintain processes and work instructions.
• Deliver presentations to internal stakeholders.

Skills

Customer onboarding

Quote preparation

Order accuracy

Data analysis

Compliance documentation

Tools

Oracle

Salesforce

CRM systems

MS Office

Job description

Jobtailor is seeking an experienced Customer Service Escalation Specialist in Ireland to act as escalation point for complex issues, support Sales, onboard customers, and coordinate with Product, Operations, and Finance.

You will prepare quotes, ensure order accuracy, maintain processes, provide proactive status updates, and present to internal stakeholders. Requires 2+ years in tech customer service and Oracle/Salesforce knowledge.