Customer Support Optimization Specialist

2 days ago


Dublin, Dublin City, Ireland beBeeProcess Full time €102,352 - €121,832
Process Engineer – Customer Support (SaaS)

We are seeking a strategic and detail-oriented Process Engineer to optimize, document, and design business processes that support our global customer support organization.

  • Map, analyze, and improve current support workflows, procedures, and escalation paths
  • Document business processes in a clear, scalable, and accessible format
  • Collaborate with teams to identify process bottlenecks and areas for automation
  • Design efficient new workflows for tools such as ticketing systems, CRM platforms, and help center technologies
  • Monitor performance metrics and use data to recommend continuous improvements
  • Ensure compliance with quality standards and support policies across global teams
Requirements
  • 3+ years of experience in process engineering or business operations, preferably in a SaaS or customer support setting
  • Proven ability to document and optimize workflows across cross-functional teams
  • Proficiency in process modeling tools
  • Familiarity with support tech stacks
  • Strong analytical mindset with excellent communication and stakeholder management skills
  • Experience in change management and training support teams on new processes
  • Lean Six Sigma or similar process improvement certification
  • Experience with workforce management tools or knowledge base design
About the Opportunity

This is an exciting opportunity to join our team and make a meaningful impact on our customers' experiences.



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