04/11/2026 updated
100 % available
Senior Customer Support & Customer Success Manager
Clare, Ireland
Only remote
High School DiplomaCustomer Advocacy
Customer Support Management
Customer Support and Customer Success expertise with 7+ years of experience supporting B2B SaaS and fintech customers in fast-paced environments
B2B SaaS Platform Operations
B2B SaaS Platforms experience with Customer Adoption and Onboarding Support across multiple remote environments
Quality Assurance and Compliance
Quality Assurance and Compliance management with focus on customer satisfaction, retention, and long-term value creation
Technical Troubleshooting
Payments, Accounts and Technical Troubleshooting capabilities for complex customer issues
Knowledge Base Management
Knowledge Base Management using Intercom for customer self-service and support optimization
Escalation and Incident Management
Escalation and Incident Management processes for critical customer situations
Process Documentation
Process Documentation and SOPs development for standardized customer support operations
KPI Tracking and Analytics
KPI Tracking including CSAT, FCR, SLA, and Response Time metrics for performance optimization
Cross-functional Collaboration
Cross-functional Collaboration with Product and Engineering teams for customer feedback integration
Customer Support and Customer Success expertise with 7+ years of experience supporting B2B SaaS and fintech customers in fast-paced environments
B2B SaaS Platform Operations
B2B SaaS Platforms experience with Customer Adoption and Onboarding Support across multiple remote environments
Quality Assurance and Compliance
Quality Assurance and Compliance management with focus on customer satisfaction, retention, and long-term value creation
Technical Troubleshooting
Payments, Accounts and Technical Troubleshooting capabilities for complex customer issues
Knowledge Base Management
Knowledge Base Management using Intercom for customer self-service and support optimization
Escalation and Incident Management
Escalation and Incident Management processes for critical customer situations
Process Documentation
Process Documentation and SOPs development for standardized customer support operations
KPI Tracking and Analytics
KPI Tracking including CSAT, FCR, SLA, and Response Time metrics for performance optimization
Cross-functional Collaboration
Cross-functional Collaboration with Product and Engineering teams for customer feedback integration
Languages
EnglishFluentItalianGoodSpanishNative speaker
Project history
Led Customer Success Management, onboarding, training, support, and quality assurance for a 15-member remote team supporting global B2B SaaS customers. Designed and implemented customer success operating systems and reduced response times by 35%.
Promoted within 11 months based on performance. Provided QA, coaching, and training support for 45+ member global customer support team. Improved support accuracy by 30% and increased First Contact Resolution by 18%.
Delivered chat and email support to B2B customers, helping them adopt and configure the platform. Contributed to customer-facing and internal knowledge bases and consistently achieved high CSAT scores.
Certificates
Google IT Support Specialization
Google Academy2021