Senior Customer Experience Lead

McSport; Dublin; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Team socials

Employee discounts

Wellness programme

On-site parking

Inclusive culture

Job summary

McSport is seeking a Senior Customer Service Executive to support our peak-season team from September to January. Located at Ballymount, Dublin 12, the role combines day-to-day customer support with innovative improvements in AI and automation within Ireland's leading sports and fitness brand.

You will handle high volumes via Zendesk, work cross-functionally with eCommerce, sales, and logistics, and build lasting customer relationships while embracing a proactive, tech-enabled service approach.

Qualifications

• 2+ years' experience in a fast-paced customer service environment.
• Experience with Zendesk, macros, knowledge base.
• Exposure to maintenance queries or installation support is a strong advantage.
• Interest in sport and fitness is a bonus - but a passion for customer care is essential.

Responsibilities

• Manage a high volume of inbound queries across Zendesk, WhatsApp, and phone channels.
• Provide timely, empathetic support and accurate information to customers.
• Resolve complaints relating to products, deliveries, or general issues with a solutions-first mindset.
• Build strong, lasting relationships with customers - becoming a trusted advisor, not just a support contact.
• Work cross-functionally with colleagues in eCommerce, sales, warehouse, and logistics to resolve issues quickly and effectively.
• Liaise daily with multiple courier partners (JMC, DPD, etc.) to ensure timely deliveries and accurate tracking.
• Escalate issues where appropriate and follow through to ensure full resolution.

Skills

Zendesk experience

High-volume support

CRM familiarity

ERP knowledge

Tools

Microsoft Navision

Job description

McSport is seeking a Senior Customer Service Executive to support our peak-season team from September to January. Located at Ballymount, Dublin 12, the role combines day-to-day customer support with innovative improvements in AI and automation within Ireland's leading sports and fitness brand.

You will handle high volumes via Zendesk, work cross-functionally with eCommerce, sales, and logistics, and build lasting customer relationships while embracing a proactive, tech-enabled service approach.