Customer Service Manager

Location: Ireland, Remote, with occasional meetings in Waterford.

The Customer Service Manager will be responsible for overseeing and managing all customer requests, issues, and inquiries for our enterprise software products and solutions. This role requires a customer-centric mindset with a strong emphasis on problem resolution, process improvement, and effective communication. The successful candidate will lead the customer service function, ensuring a seamless and efficient support experience, while working closely with internal teams and managing third-party support providers.

Key Responsibilities:

Customer Request and Issue Management:

• Oversee the management of all customer service requests and issues, ensuring timely and effective resolution.
• Act as the primary point of escalation for complex customer issues, driving them to resolution while ensuring customer satisfaction.
• Monitor and manage the end-to-end customer service process, ensuring adherence to SLAs and high-quality standards.

Collaboration with Engineering Team:

• Liaise closely with the Engineering Team to communicate customer issues, provide insights from customer feedback, and ensure timely resolution of technical problems.
• Facilitate regular meetings with the Engineering Team to discuss ongoing issues and potential improvements in the product based on customer feedback.

Management of Third-Party Support Teams:

• Manage and coordinate with third-party Level 1 (L1) support teams, ensuring they meet performance standards and are aligned with the company's service expectations.
• Develop and maintain documentation and training materials to support third-party teams in delivering consistent and effective support.
• Management of internal On-Call and First Response Rotas.

Zendesk Administration and Optimization:

• Drive the use of Zendesk as the primary tool for managing customer service operations, ensuring it is optimized for efficiency and effectiveness.
• Create and manage Zendesk and OpsGenie workflows, automations, and reporting to ensure the support process is streamlined and data-driven.
• Regularly analyze Zendesk metrics to identify trends, areas for improvement, and opportunities to enhance the customer experience.

Customer Experience Enhancement:

• Develop and implement strategies to continuously improve the customer service experience, focusing on responsiveness, accuracy, and customer satisfaction.
• Collect and analyze customer feedback to identify areas of improvement and work with the relevant teams to implement changes.
• Create and maintain a knowledge base for customers, reducing repetitive inquiries and empowering customers with self-service resources.

Reporting and Insights:

• Prepare and present regular reports on customer service performance, customer satisfaction, and support metrics to the Head of Customer Success.
• Provide actionable insights and recommendations based on data to enhance the overall customer service function.

Qualifications:

• 5+ years of experience in customer service management, preferably within the enterprise software industry.
• Proven experience with Zendesk or similar customer service platforms.
• Strong understanding of enterprise software products and the ability to quickly learn new technologies.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Exceptional communication skills, both written and verbal.
• Experience managing third-party vendors or support teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• A customer-first attitude with a passion for delivering outstanding customer experiences.

Preferred Skills:

• Experience in a SaaS environment.
• Familiarity with ITIL or other service management frameworks.
• Experience working in an Agile environment.
• Technical background or experience working closely with software engineering teams.

Why Join Us?

• Opportunity to work in a dynamic and fast-growing enterprise software company.
• Collaborative and innovative team environment.
• Competitive salary and benefits package.
• Career growth opportunities within a customer-focused organization.