Product Lead

Location: Dublin, Ireland; hybrid workplace

Company

hirify.global.

What you will do

• Coach and train Customer Success teams on product functionality, technical troubleshooting, customer communication, operational processes, product updates, and industry practices.
• Create and maintain training materials, knowledge articles, workshops, coaching sessions, and customer communication templates.
• Provide Tier 3 product support by investigating, escalating, and resolving complex technical queries for online and handheld products.
• Collaborate with suppliers, management, and cross-functional teams to resolve product and customer issues within agreed service levels.
• Analyse customer feedback, technical queries, quality assurance findings, and operational data to identify root causes and implement process improvements.
• Perform quality assessments across calls, emails, chats, and other customer touchpoints; produce reports, identify compliance risks, and support corrective actions.

Requirements

• Ability to provide accurate, professional, and solution-focused support through telephone, email, and live chat.
• Ability to investigate and resolve escalated technical queries, customer complaints, and complex operational issues.
• Ability to analyse trends, customer sentiment, service quality metrics, workload distribution, and operational performance data.
• Ability to assess compliance with company policies, regulatory requirements, operational procedures, and service standards.
• Ability to maintain accurate records of customer interactions, technical issues, resolutions, product reconfigurations, and replacement swap requests.
• Ability to communicate clearly with Customer Success teams, team leaders, management, suppliers, and cross-functional stakeholders.

Culture & Benefits

• Hybrid work arrangement in Dublin, Ireland.
• Service continuity responsibilities include monitoring and staffing Product Escalation Telephone and Gnatta channels during Tier 3 Team Leader absences.
• Operational work follows service-level expectations and required daily deadlines.