Job Overview: We are looking for a customer-focused and technically confident professional to join our Belfast team in a Customer Support and Enablement role within the commerce automation space. This is an office-based position, working five days per week from our Belfast office.
You will work with enterprise customers to ensure successful onboarding, strong platform adoption, and effective issue resolution. The role combines hands-on ticket ownership with structured onboarding, training delivery, and proactive customer engagement.
You will collaborate closely with Product, Sales, and Technical teams to ensure customers gain measurable value from the platform. This role offers exposure to top-tier customers, cross-functional projects, and the opportunity to contribute to how we evolve our customer experience and onboarding approach.
Key Responsibilities:
Lead customer onboarding, delivering structured training and guiding customers through platform configuration and best practice usage
Own customer support tickets from intake to resolution, troubleshooting issues and coordinating with internal teams to deliver timely outcomes
Build strong customer relationships, monitor engagement and platform usage, and proactively address risks
Identify opportunities to increase adoption and support Account Management with growth initiatives
Work cross-functionally with Sales, Product, and Technical teams, sharing customer insights to improve processes and platform development
Key Attributes:
Customer-first mindset and a proactive approach to problem-solving
Comfortable working with SaaS platforms and technical systems
Strong written and verbal communication skills
Structured and analytical thinking, with the ability to troubleshoot effectively
Ability to manage multiple priorities in a fast-paced environment
Strong organization skills and attention to detail
Collaborative working style across teams
Resilience, accountability, and a positive, solution-oriented mindset
Academic Qualifications:A degree in Business, Communications, Information Technology, or a related field is preferred but not essential.
Real-World Experience:
Proven experience in a customer-facing role, ideally within SaaS or technology, where you’ve demonstrated a strong ability to manage customer relationships, solve problems, and drive customer satisfaction.
Experience in supporting or managing B2B/enterprise-level accounts, focusing on customer engagement, onboarding, and training.
Experience with SaaS platforms or similar technologies, demonstrating a capacity to quickly learn and become proficient with new software tools and platforms.
Strong experience in troubleshooting and resolving customer issues collaborating with internal teams to address complex challenges.
Experience working in a fast-paced, innovative environment where adaptability and a growth mindset are key to success.
Benefits:
Competitive salary and benefits package
Career growth opportunities in a scaling SaaS environment
Supportive and inclusive team culture
Gym membership
Home broadband allowance
Mobile phone allowance
Travel opportunities to Europe and USA
How to Apply: If you are passionate about helping customers succeed and enjoy creating positive, lasting relationships, we’d love to hear from you. Please submit your resume and a brief cover letter detailing your qualifications and interest in the role.
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