Senior Retail Tech Support & Escalations Lead

ESW; Swords; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare allowance €1,500

Pension scheme with employer match

Life insurance

Employee Assistance Programme

Flyefit membership (discounted)

Cycle to Work Scheme

Tax Saver Scheme

Hybrid office in Dublin

Job summary

ESW is seeking a Senior Client Support Specialist to deliver high-quality operational support for retailers, coordinating issue resolution across multiple teams and ensuring service commitments are met.

You will be a key operational contact for retailer support activities across platform, payments, logistics, checkout, and integrations, working closely with Client Success, Product, Engineering, and Customer Service teams to ensure a consistent client experience.

Qualifications

• Proven success in client support or operations.
• Experience with ecommerce platforms, payments, logistics.
• Strong communication and analytical skills.
• Familiarity with CRM and ticketing tools.

Responsibilities

• Own the end-to-end lifecycle of support cases, including incidents, service requests, and change requests.
• Investigate, troubleshoot, and coordinate resolution of complex retailer issues.
• Manage escalations across internal teams while maintaining clear ownership and accountability.
• Provide timely, accurate updates to retailers and internal stakeholders throughout the support process.
• Act as a key point of contact for Level 2 support queries relating to payments, logistics, checkout, integrations, and platform functionality.

Skills

Ticketing tools

Incident management

Cross-functional

SLA adherence

Data reporting

Ecommerce knowledge

Tools

ServiceNow

Salesforce

Zendesk

Jira Service Management

Job description

ESW is seeking a Senior Client Support Specialist to deliver high-quality operational support for retailers, coordinating issue resolution across multiple teams and ensuring service commitments are met.

You will be a key operational contact for retailer support activities across platform, payments, logistics, checkout, and integrations, working closely with Client Success, Product, Engineering, and Customer Service teams to ensure a consistent client experience.