Customer Service Manager
Location: IN PERSON - BALDOYLE, DUBLIN 13, IRELAND
Salary Scale: €37,000 - €40,000 per year
Reports to: Operations Manager
About the Role
McNeela Music is seeking a Customer Service Manager that will have full responsibility for end-to-end customer service performance. This is a hands-on, in-person management position. You will spend the majority of your time directly handling Zendesk tickets and incoming calls while leading the team from the front.
The purpose of this role is simple: deliver excellent service that reduces response times, prevents avoidable returns, protects company reputation, and resolves issues properly the first time.
Key Outcomes
* Short response times
* High-quality, clear resolutions
* Fewer avoidable returns
* Reduced repeat contacts
* A calm, high-performing team working to clear standards
Responsibilities, Hands-On Customer Support
* Handle a high volume of Zendesk tickets and incoming calls daily
* Ensure all inbox emails are forwarded into Zendesk each morning and afternoon
* Resolve customer issues thoroughly and professionally
* Personally manage complex or sensitive cases
* Apply company policies in a customer-first way
Team Leadership
* Manage and coach customer service agents while working alongside them
* Set daily priorities and ensure full coverage of Zendesk and calls
* Review replies for accuracy, tone, and judgment
* Maintain a positive, solution-focused team environment
Zendesk Ownership
* Own the day-to-day operation of Zendesk (email, forms, and calls)
* Use views, SLAs, priorities, assignment rules, triggers, and automations effectively
* Monitor queues to prevent backlogs and missed replies
* Build and maintain templates, and step-by-step guides
* Use Zendesk analytics to track response times, resolution times, reopen rates, backlog, and contact reasons
Returns & Review Protection
* Handle return requests with customer satisfaction as the priority
* Look for appropriate opportunities to save sales
* Track return reasons and negative feedback trends
* Work with operations to reduce avoidable returns
* Protect and improve customer reviews/company reputation
Continuous Improvement
* Identify root causes of repeat issues and implement fixes
* Improve documentation, templates, and processes based on real ticket data
* Reduce ticket volume by solving underlying problems
* Act as the link between customer service and operations
Recruitment & Training
* Assist with hiring when required
* Train and onboard new agents through practical, hands-on coaching
* Bring new team members to full productivity quickly
Authority & Accountability
* Reports to the Operations Manager
* Has day-to-day control of customer service priorities and quality
This is a management role with full responsibility for customer service outcomes. Performance is reviewed continuously against response times, reviews, returns, and overall service standards.
Ideal Candidate
* Proven experience in customer service leadership
* Strong hands-on Zendesk experience
* Excellent written and verbal communication skills
* Calm under pressure with strong judgment
* Data-driven and comfortable using analytics
* Commercially aware with a customer-first mindset
* Comfortable holding high standards for both self and team
Job Types: Full-time, Permanent
Pay: €37,000.00-€40,000.00 per year
Benefits:
* Employee discount
* On-site parking
Work Location: In person