Location:Westport, Ireland (Hybrid)At HSI Skillko, we're on a mission to simplify training, compliance, and workforce management for organisations in regulated industries. Our platform helps businesses keep their teams safe, certified, and compliant — all in one place.As we continue to grow our customer base across Ireland and the UK, we're adding aCustomer Support Officerto our team to ensure every client gets the most value from our platform.This is anentry-level opportunitywithin our Customer Success organisation — perfect for someone with a passion for helping others and a desire to build a career in the SaaS industry. You'll gain deep product knowledge, develop valuable customer-facing skills, and receive the training and mentoring needed to grow within HSI.*What You'll Do*Respond to customer inquiries via email and our ticketing system (Salesforce), providing prompt, clear, and friendly support.Troubleshoot and resolve product questionsguide customers through using Skillko's features and assist with common access or configuration issues.Escalate complex issues to our Product team (via Jira) and track them through to resolution.Maintain accurate documentation of customer cases, resolutions, and follow-ups.Collaborate with internal teamswork closely with CSMs, Product, and Development to ensure seamless customer experiences.Follow up on open tickets and ensure timely closure to maintain customer satisfaction.Share recurring issues or feedback to help improve our product and customer support processes.Stay current with new Skillko features and updates to support users effectively.Requirements1-3 years' experience in customer support, service, or a similar customer-facing role.Background in hospitality, customer service, or SaaS environments welcomed — full training will be provided.Excellent written communication and attention to detail.Strong problem-solving mindset - proactive in finding solutions rather than passing issues on.High attention to detail and commitment to delivering quality serviceAbility to work both independently and collaboratively in a fast-paced, customer-focused environmentA friendly, empathetic personality and desire to help others succeed.Reliable, organised, and able to manage multiple requests efficiently.Comfortable working in a collaborative, hybrid team environment (3 days in-office).BenefitsCareer growth: Start in Customer Support with a clear path to Customer Success or Account Management roles.Comprehensive training: Shadow experienced colleagues, learn our systems, and get hands-on mentoring to ramp quickly.Collaborative team: Tight-knit, supportive culture where everyone helps one another succeed.Hybrid flexibility: Typically 3 days in the Westport office (Tue-Thu) and 2 remote days (Mon & Fri).Be part of a growing SaaS company making a genuine difference in workplace safety and compliance.