Customer Support Lead

3 weeks ago

Dublin, Dublin City, Ireland Nory Full time
Let's fix hospitality, for good.

We're on a mission to help the hospitality industry double their profitability, reduce their carbon footprint, and create better working environments for their teams.

Our CEO, Conor, founded and scaled Mad Egg - one of the fastest-growing restaurant groups in Ireland. After years of juggling "market-leading" systems, spreadsheets, and paper printouts, he set out to build the solution he wished he had from day one: Nory.

Nory is an all-knowing restaurant management system. It combines real-time data with AI predictive analytics to help restaurants operate with consistency, certainty and profitability. From food prep to forecasting, Nory puts operators in control of their margins.

Now, with demand growing faster than we imagined - and a recent Series A led by Accel - we're scaling fast. We've grown to a team of 50+ across Ireland, the UK and Spain, and we're just getting started.

We're now looking for a Customer Support Lead to join our growing Customer Success team. In this role, you'll have the unique opportunity to directly drive and influence our OKRs around customer retention, product adoption, and operational excellence.

Please note: This role can be based in the UK or Ireland. You must have the right to work in the UK/EU to be considered.

What you'll be doing:

As our Customer Support Lead, you'll take full ownership of our customer support function, laying the foundations for a world-class support experience as we scale.

Your responsibilities:
  • End-to-end ownership of inbound support (via Intercom), including building scalable workflows, establishing clear escalation protocols, and delivering a consistent and high-quality support experience.
  • Design and launch a customer-facing help centre and internal documentation to enable self-service and reduce resolution times.
  • Define and report on key support metrics such as First Response Time (FRT), Customer Satisfaction (CSAT), and Average Resolution Time (ART), using data to surface insights and drive continuous improvement.
  • Collaborate with Product and Customer Success to create a strong feedback loop that uses support conversations to inform product development and improve customer outcomes.
  • Lay the groundwork for scaling support globally, including playbooks, onboarding processes, tooling ownership, and the potential integration of a BPO partner.
  • Champion the voice of the customer internally, delivering regular insights to leadership to help us stay aligned with user needs and expectations.

What you'll bring:
  • Customer support experience: 3–5 years in a customer-facing role at a SaaS company, with a firm grasp of support operations and customer expectations. You've worked in lean teams where ownership of tooling and documentation was part of your day-to-day.
  • Customer-first mindset: Calm, empathetic, and solutions-focused – you know how to handle complex or sensitive conversations while maintaining rapport and driving positive outcomes.
  • A drive to build: Experience setting up support processes, documentation and workflows from scratch in early-stage or ambiguous environments. You're excited to own the support function and lay the foundations for best practice as we scale.
  • Data-informed decision making: Comfortable tracking support metrics and using them to guide improvements. You use data to highlight trends, improve processes and demonstrate impact.
  • Strong cross-functional communication skills: Able to collaborate effectively with Product and Customer Success teams and represent the customer voice clearly and constructively. You understand how to represent the customer internally and contribute meaningfully to team and company-wide decisions.

Nice-to-haves:
  • Experience with support tooling like Intercom
  • Experience working with hospitality clients
  • Experience with BPOs or help desk team scaling

If you're excited by what we're building, we'd love to hear from you - even if you don't tick every box.

What you'll get in return:

Competitive salary range between €45,000-€55,000 plus a performance bonus up to €6k

Equity at our Series A valuation

35 days of paid leave per year (including bank holidays)

Comprehensive private health insurance

Enhanced parental leave and baby loss support

Learning & development culture – €1000 personal annual budget + quarterly book budget

€250 home office workspace budget

Regular team offsites & socials

And much more

How We Work

Our vision is to build a better future for the restaurant industry.

One where operators are in control, margins are stronger, and frontline teams can build careers they're proud of. To get there, we move fast, stay focused, and hold ourselves to a high bar. Our values guide how we work, grow, and win – together.

These are the values we live by:
  • We serve up impact with a side of profit

We prioritise work that delivers real financial results for our restaurant partners.
  • We prioritise speed of service

We move fast, unblock quickly, and deliver with urgency.
  • We act like owners

We own problems, raise the bar, and build better every day.
  • We win as a crew

We grow stronger through feedback, collaboration, and shared wins.

We hire humans.

At Nory, we believe that diverse teams build better products. We welcome applicants from all backgrounds, identities, and walks of life. We do not discriminate based on gender, ethnicity, sexual orientation, religion, family status, age, disability, or race. What matters to us is how you think, how you work, and what you bring to the table.

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