Customer Care Manager in Ireland, Scotland at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Care Manager in Ireland.

In this role, you will play a key part in shaping and scaling a modern, AI-enhanced customer support function within a fast-paced SaaS environment. You will act as the main point of contact for customer inquiries while driving process improvements through automation and intelligent workflows. The position combines operational excellence with strategic thinking, giving you the opportunity to influence support infrastructure, product improvements, and cross-functional collaboration. You’ll work in a remote-first environment that values innovation, autonomy, and practical problem-solving. This is an exciting opportunity for someone who enjoys combining customer empathy with technical curiosity and thrives in high-growth, technology-driven settings. Your contributions will directly impact service quality, efficiency, and the experience of thousands of end users across multiple industries.

• Manage and resolve customer inquiries efficiently while ensuring a consistently high standard of support delivery across all communication channels.
• Monitor ticket volumes, prioritize requests effectively, and maintain service level agreements in a structured and scalable way.
• Design, optimize, and maintain support workflows using platforms such as Zendesk, Intercom, or similar tools, including automations, macros, reporting, and self-service solutions.
• Evaluate and integrate AI-powered technologies and tools to improve operational efficiency, automate recurring tasks, and enhance customer experience.
• Collaborate closely with Product and Engineering teams by translating customer feedback into actionable insights and contributing to continuous platform improvements.
• Develop reporting structures and KPIs that support data-driven decision-making and long-term support scalability.
• Contribute to the evolution of support operations toward a proactive and sustainable 24/7 service model.

• Minimum of 3 years of experience in customer care, customer support, or a similar role, ideally within a B2B SaaS environment.
• Strong hands-on experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or equivalent systems.
• Proven professional use of AI tools including ChatGPT, Claude, Gemini, or similar technologies to improve workflows, automate processes, or optimize support operations.
• Strong analytical and organizational skills, with the ability to manage priorities effectively in fast-paced environments.
• Ability to identify process improvement opportunities and implement scalable solutions independently.
• Excellent collaboration and communication skills, with experience working cross-functionally with technical and non-technical stakeholders.
• Fluent written and spoken English and German (C1 level or equivalent).
• Proactive, hands-on mindset with strong ownership and problem-solving capabilities.

• Remote-first work environment with flexibility to work from home across the European Union and the United Kingdom.
• Opportunities for in-person collaboration through team events, workshops, and office gatherings.
• Health and wellness support, including fitness memberships and wellness-related perks.
• Job bike leasing program and additional work-life balance initiatives.
• Inclusive and collaborative company culture with regular social events and team-building activities.
• Opportunity to make a direct impact within a rapidly growing tech-driven environment.
• Supportive atmosphere focused on professional growth, innovation, and long-term career development.
• International and diverse workplace committed to equal opportunities and inclusion.