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Co-founder of SQUID Building the most user-friendly loyalty app ️
Customer Support Specialist
Dublin, Ireland (3 days/week in-office)
Full-Time, Permanent
€32,000 salary
️ Willing to travel to visit customers (expenses covered)
Be the voice (and heart) of SQUID
We’re SQUID- a fast-growing, consumer-first startup helping over 2,000 local businesses and 500,000+ app users connect through loyalty. You’ve probably seen our SQUID tags in your local café, restaurant, salon, or shop.
We pride ourselves on thoughtful, human-led support- every message we receive is seen by a real person who genuinely cares. That’s where you come in.
We’re looking for a Customer Support Specialist to join our young, motivated team in Dublin. You'll support both sides of our platform- business customers (like local shop or café owners) and mobile app users- making sure everyone has a great experience with SQUID. If you're organised, detail-oriented, and love helping people, this is an amazing opportunity to grow your career in a fast-moving startup with real impact.
What You’ll Do
* Live Chat Support: Provide fast, friendly help to customers via Intercom chat, tagging all conversations, and escalating to L2/ Tech Support where needed.
* Business Support: Help local business owners (like café or salon managers) with product questions, loyalty setup, onboarding, billing issues, hardware troubleshooting, and campaign participation.
* App User Support: Assist end users with technical issues and questions related to loyalty stamps, rewards, and app features.
* Help Centre & Internal Wiki: Create and update guides to reduce support demand and help customers solve issues independently
* Billing & Renewals: Handle subscription updates, failed payments, and upsells, ensuring a smooth experience
* Phone & Email Outreach: Support businesses via calls and emails—helping with new features, questions, or promotions
* Customer Insights: Collect and share customer feedback with the wider team to improve product and service
* Admin & Ops: Ship materials to customers and events, keep stock organised, and help book meetings or trips
* Customer Visits: Join account review calls or visit customers across Ireland, the UK, and Europe
Does this sound like you?
* 1+ year in a customer-facing role at a tech, SaaS, or consumer-facing company (e.g. support, sales, or customer success) with a bachelor’s degree OR 3+ years of general customer support experience without a degree
* Startup or scaleup experience is a big plus
* In exceptional cases, we’ll consider graduates with strong internship/work experience or people with customer-facing roles in other industries
* Excellent written and verbal communication — you can explain features clearly and tailor your message to different audiences
* Detail-oriented and analytical — you get to the root of issues and solve them efficiently
* High EQ — calm under pressure, confident on the phone, and great with people
* Tech-savvy and eager to learn (experience with Intercom, Hubspot, Stripe, or Jira is a plus)
* Organized and able to juggle multiple conversations, tools, and tasks
* A proactive team player with strong initiative and a passion for solving customer problems
* Eligible to work in Ireland
How success in this role will be measured
* Support Chat Rating (CSAT)
* Ticket Response and Resolution Times
* Number of conversations resolved
* Phone outreach success (e.g. campaign activations)
* Failed payment resolution rate (reducing delinquent churn)
Grow With Us
We’re a close-knit team of 30 and growing quickly, which means you’ll have early responsibility, plenty of exposure to other departments, and real career progression. This role is a springboard into areas like:
* Customer Success Specialist / Manager
* Marketing Executive
* Education / Onboarding Specialist
* Commercial or Ops roles
We have a friendly, ambitious culture where we work hard, move fast, and support each other. You’ll be joining a team that’s passionate about what we’re building, and we have fun doing it.
Our Values
Together is better – We collaborate deeply and challenge ideas, not people
Adopt, adapt, improve – We value progress over perfection, but we iterate fast
Give your very best – We care and love what we do, and always show up
Think big – We dream in scale and execute with ambition
???? Transparency is key – We speak plainly and honestly and build trust
Data Processing Notice
By applying for this role, you consent to SQUID processing your application data for recruitment purposes. This may include sharing information with third-party tools (e.g. our applicant tracking system or hiring platforms) to manage the hiring process efficiently and securely. Your data will be handled in accordance with data protection regulations.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Technology, Information and Internet
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