We are looking for a Customer Experience Executive to join the Customer Experience Team. The successful candidate will be involved in shaping customer centric initiatives and optimising processes for enhanced satisfaction. Key responsibilities include customer training and communications, data analysis, requirements gathering, process optimisation, report generation, and cross-functional collaboration.
You will ideally be based in or around Dublin for a hybrid arrangement. We also accept candidates based elsewhere in Ireland and UK, in which case it would be a fully remote position.
Core responsibilities
- Onboarding: Train new customers on the ID-Pal Platform.
- Ticket Management: Manage queries and issues reported by customers.
- Collaboration: work with other functions to ensure a unified approach to improving customer experience.
- CRM Maintenance & Improvement: Manage customers records accurately.
- Data Analysis and Reporting: Collect, analyse, interpret and report on customer data.
- Quality Analysis: Undertake testing and Quality Analysis as part of query management and pre-deployment launch.
- Process Optimisation: Identify and implement process improvements.
- Portfolio Performance: Monitor KPIs for impact assessment ensuring that all agreed targets are met.
- Support team in management of ISO-27001 & ISO-9001 Integrated Management System.
Key requirements
- 2+ years in a B2B Customer Experience Role, preferably in FinTech/RegTech Space.
- Previous experience working with CRM (preferably SalesForce).
- Familiarity with APIs and system integrations is highly desirable.
- Basic SQL knowledge considered a strong advantage.
- Knowledge of data analysis and reporting.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Proficient in use of MS Suite of products
What’s in it for you?
- A high-impact role with ownership and autonomy.
- Exposure to high-growth SaaS operations and customer-facing challenges.
- A collaborative, transparent, and fun culture focused on user-centric innovation and continuous improvement.
