ID-Pal > Jobs
Customer Experience Executive
Dublin, Ireland or remote (UK and Ireland)
About the role
We are looking for a Customer Experience Executive to join the Customer Experience Team. The successful candidate will be involved in shaping customer centric initiatives and optimising processes for enhanced satisfaction. Key responsibilities include customer training and communications, data analysis, requirements gathering, process optimisation, report generation, and cross-functional collaboration.
You will ideally be based in or around Dublin for a hybrid arrangement. We also accept candidates based elsewhere in Ireland and UK, in which case it would be a fully remote position.
Core responsibilities
Onboarding: Train new customers on the ID-Pal Platform.
Ticket Management: Manage queries and issues reported by customers.
Collaboration: work with other functions to ensure a unified approach to improving customer experience.
CRM Maintenance & Improvement: Manage customers records accurately.
Data Analysis and Reporting: Collect, analyse, interpret and report on customer data.
Quality Analysis: Undertake testing and Quality Analysis as part of query management and pre-deployment launch.
Process Optimisation: Identify and implement process improvements.
Portfolio Performance: Monitor KPIs for impact assessment ensuring that all agreed targets are met.
Support team in management of ISO-27001 & ISO-9001 Integrated Management System.
Key requirements
2+ years in a B2B Customer Experience Role, preferably in FinTech/RegTech Space.
Previous experience working with CRM (preferably SalesForce).
Familiarity with APIs and system integrations is highly desirable.
Basic SQL knowledge considered a strong advantage.
Knowledge of data analysis and reporting.
Excellent verbal and written communication skills.
Excellent interpersonal skills.
Ability to thrive in a fast-paced, dynamic environment.
Proficient in use of MS Suite of products
What’s in it for you?
A high-impact role with ownership and autonomy.
Exposure to high-growth SaaS operations and customer-facing challenges.
A collaborative, transparent, and fun culture focused on user-centric innovation and continuous improvement.
Benefits and perks at ID-Pal
Work-life balance
23 days annual leave (to be pro-rated for part-time roles)
Extra day off for your birthday
Work abroad for 2 weeks each year
Upskilling and wellness
Access to Bike-to-Work scheme
Annual wellness/gym membership contribution
Educational support based on business needs
Social and culture
Monthly Team Lunches
Regular social events and company away days
What can ID-Pal offer you?
ID-Pal is an award-winning identity verification business which has achieved rapid growth within a short space of time. We are proud of our achievements so far but have much bigger plans and are looking for people who want to be part of that journey. We can offer you complete ownership of your work and the chance to build something you are proud of. The chance to work within a small team and input directly on how we grow and what we achieve. An environment where you will constantly be challenged to learn and adapt as the company grows.
Protecting identities is ID-Pal’s bread and butter, and Identity is one of our core values. As an employer, we believe that our workplace is stronger when diverse identities come together, bringing a mix of perspectives, experiences, and ideas to the table. That’s why we are proud to be an equal opportunities employer, committed to fostering an inclusive and welcoming environment for all. We encourage and welcome applications from candidates of all backgrounds, nationalities, and experiences.
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