Global Premier Support Operations Lead

5 days ago

Limerick, Limerick, Ireland beBeeCustomer Full time €97,682 - €123,456
About the Role

The newly formed Executive Support Office is a team focused on delivering high-priority support to critical stakeholders. This includes high-impact teams and high-vis partners.

We're seeking a Senior Customer Operations Manager to join this specialized team and take direct ownership of time-sensitive escalations. You will manage the full case lifecycle, working closely with cross-functional partners to drive fast solutions and maintain a high bar for customer experience.

As part of a global team, you will collaborate with stakeholders across multiple regions. This role requires strong attention to detail, excellent communication skills, and the ability to handle complex issues with discretion and clarity.

Key Responsibilities
  • Own and manage high-priority escalations from intake through resolution, delivering white-glove support to critical customers and internal stakeholders.
  • Serve as the primary case manager for EPSO, ensuring timely outcomes and proactive communication across internal audiences.
  • Communicate with diverse external audiences across platforms.
  • Partner with program and regional teams to align internal communications and root cause narratives with broader strategic objectives.
  • Maintain operational continuity by reviewing actions taken by the team.
  • Act as the internal traffic controller during active escalations—coordinating across functions and ensuring swift engagement of the right teams.
  • Collaborate cross-functionally to drive fast and effective resolution of complex issues.
Requirements
  • Bachelor's degree in Business, Communications, Operations, or a related discipline.
  • 5+ years of experience in customer experience, operations, trust & safety, escalations, or related roles.
Preferred Qualifications
  • Experience collaborating with cross-functional teams across multiple time zones.
  • Familiarity with internal customer support platforms and tools.
  • Previous experience with on-call rotations or incident response in operational settings.
  • Comfortable engaging with executive or senior-level stakeholders and adapting communication accordingly.
  • Proven ability to handle sensitive, high-visibility issues in fast-paced environments.
  • Excellent written and verbal communication skills.

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