Customer Service Agent - Longford - Hybrid - Multilingual
My client, a fast-growing B2B SaaS company operating in the cybersecurity and payments space, is seeking to recruit Customer Service Agents (Merchant Success Analysts) who speak
French, German, Polish, Czech, or Spanish
to join their expanding Customer Operations team in
Longford
.
My client helps merchants, banks, and payment providers reduce cyber risk and meet PCI compliance requirements through a market-leading Merchant Management Platform.
My client is a Multinational company who are now setting up their EMEA HQ in Longford, hence a very exciting time to join.
The successful Customer Service Agent will be responsible for:
Acting as the primary point of contact for merchants seeking assistance with PCI compliance and platform usage
Responding to inbound merchant queries via phone, email, and chat in a professional and timely manner
Guiding merchants through PCI compliance workflows, including SAQs, validation steps, and status updates
Explaining compliance requirements, timelines, and platform notifications in clear, non-technical language
Assisting merchants with basic ASV scan processes, including initiating scans and checking scan status
Supporting onboarding and basic usage of cybersecurity tools available through the company's platform
Accurately documenting all interactions within the ticketing system and escalating issues where required
Working closely with technical teams by following defined escalation and handoff processes
Participating in quality assurance reviews, coaching sessions, and continuous improvement initiatives
The successful Customer Service Agent will be:
Bilingual or multilingual in one or more of the following languages:
French, German, Polish, Czech, or Spanish
Experienced in a customer-facing support, service, or operations role
An excellent communicator with strong verbal and written skills
Detail-oriented, reliable, and committed to delivering a high-quality customer experience
What's on offer:
Clear career progression pathways into senior support, technical, customer success, or cybersecurity-focused roles
Comprehensive training in PCI compliance, cyber risk, and security tooling
Opportunity to join a company at an early stage of international growth
A collaborative, supportive working environment with strong learning and development opportunities
Hybrid working
Flexible hours
For a confidential discussion and more information on the role, please contact Sarra Hadi
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