Support Executive
Location: Dublin / Remote
Department: Support
Reports to: Support Manager
About Big Red Cloud
Big Red Cloud is one of Ireland's most established providers of accounting and payroll software, supporting thousands of small businesses, sole traders, and accountants. With the backing of Ishikawa Technologies, we're building smarter, more connected workflows—like Turbo Inventory, our streamlined inventory and stock tracking module designed for Irish SMEs.
As more businesses turn to digital solutions to manage stock, suppliers, and sales, our customers need knowledgeable, supportive experts to help them get the most out of our software packages. That's where you come in.
About the Role
As a Support Executive, you'll be the go-to resource on the Big Red Cloud's & Turbo Inventory platform's. You'll troubleshoot issues, guide users through best practices, and help them stay in control of their operations.
You'll work closely with Customer Success, Product, and Engineering teams to ensure feedback loops are tight, documentation is clear, and customers stay confident in their daily operations.
Your Responsibilities
* Customer Support
Respond to customer inquiries— troubleshooting issues.
* Issue Investigation & Resolution
Dig into support requests, replicate issues, and escalate bugs or feature gaps to Product or Engineering teams when needed.
* Feature Guidance
Educate users on key features like product setup, stock adjustments, supplier management, and reporting tools.
* Knowledge Base Management
Write and update support articles and how-to guides specific
* Customer Feedback & Insights
Document customer needs, pain points, and feature suggestions to help evolve the product roadmap.
* Cross-Team Collaboration
Work closely with internal stakeholders to align on product fixes, improvements, and high-priority customer requests.
What Success Looks Like
* High customer satisfaction and fast resolution of queries
* Reduced volume of recurring issues through documentation and user education
* Clear communication and escalation of bugs or UX challenges
* Customers adopting key features and workflows successfully
* Actionable insights delivered to Product based on real customer usage
What We're Looking For
* Experience: 2+ years in a customer support, inventory coordination, or SaaS support role. Bonus points for inventory/accounts/payroll software experience.
* Understanding: Familiarity with inventory/accounts/payroll concepts—like stock control, supplier tracking, invoicing & profit & loss.
* Problem-Solving Mindset: Analytical and calm under pressure. Able to walk users through both technical and operational fixes.
* Communication: Friendly, professional, calm and clear.
* Tools: Experience with ticketing systems (Salesforce, Intercom, Zendesk, HubSpot), and basic reporting dashboards.
* Bonus: Prior experience working with Irish SMEs or retail/distribution customers.
Why Join Us?
* Impact: Help shape how small businesses manage their finances—your guidance powers real-world decisions.
* Flexibility: Work remotely from anywhere in Ireland.
* Growth: Be part of a rapidly evolving product and contribute to best-in-class support processes.
* Benefits:
* Salary: €30,100
* Health insurance
* Pension
* Training and development budget
* Team-building events
Our Hiring Process
We're focused on fairness, clarity, and speed:
* Cognitive Aptitude Test (CAT)
A short test to assess logical thinking and problem-solving.
* Functional Task
A brief practical exercise involving an inventory-related support scenario.
* Scored Review & Feedback
Every candidate receives a scored review and feedback.
* Interview
A structured conversation with our team to understand your fit and goals.
Please apply directly here
Job Type: Full-time
Pay: €30,100.00 per year
Benefits:
* Bike to work scheme
* Company events
* Company pension
* Private medical insurance
* Sick pay
* Work from home
Work Location: Remote