Description
team leadership
kpi tracking
client queries
hubspot crm
performance reporting
process improvement
You’ll manage a team of 7-10 customer service agents, driving structure, accountability, and proactive communication. The successful candidate will have a commercial mindset, strong organisational skills, and the ability to handle fast-moving client queries — often requiring quick calculations and confident decision-making on the spot. You will liaise with the owners of the company and also deliver reports on performance to senior management.
- Lead a motivated, capable team with opportunities to shape future structure and KPIs.
- Act as the main link between Sales, Finance, and Transport, ensuring seamless communication and timely follow-up on client matters.
- Gain visibility across multiple departments and senior stakeholders.
- Generate and present weekly reports to the Operations Director and bi-weekly updates for senior leadership.
- Establish and track weekly and monthly KPIs to monitor performance and drive accountability.
- Collaborate with internal teams to resolve escalations, streamline processes, and improve customer satisfaction.
- Respond quickly to client queries, including performing on-the-spot commercial calculations when needed.
- Champion continuous improvement across systems and workflows, including within HubSpot CRM.
- Lead, coach, and develop a team of 7 - 10 customer service professionals to deliver exceptional service to commercial clients.
- Encourage and develop emerging team leads to build future succession capability.
- Keep the sales team on track with paperwork, quotations, and documentation, ensuring all customer data and pricing details are accurate.
- Oversee day-to-day activity volumes — approximately 20 calls and 50 emails per agent per day — ensuring efficiency and consistency.
Requirements
hubspot
leadership
communication
analytical
5+ years
b2b
If you are living in Ireland and hold a valid work permit, we would love to hear from you, if however you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.
We’re partnering with a well-established and rapidly growing commercial services company in Dublin West to recruit an experienced Customer Service / Success Manager. This is a key leadership role that bridges the gap between Sales, Finance, and Transport, ensuring customer satisfaction, operational efficiency, and internal alignment across departments.
This is an excellent opportunity for someone who enjoys bringing order and focus to a busy, high-performing team while contributing directly to business success and client retention.
- Hands-on and accountable leadership style with a genuine focus on people development.
- Strong communication and influencing skills with the ability to liaise confidently between departments.
- Excellent numerical and analytical ability — comfortable doing quick cost or pricing calculations during client interactions.
- Highly organised, proactive, and able to prioritise in a fast-paced environment.
- Experience using CRM systems such as HubSpot, and confident with reporting and data analysis.
- Background in logistics, transport, or related commercial sectors desirable.
- Minimum 5 years’ experience in a senior customer service, client success, or operations support role.
- Proven experience managing teams in a commercial or B2B environment.
Benefits
Benefits: Statutory pension, onsite parking, canteen, and collaborative work environment
Salary: €70,000 – €80,000
Training + Development
Information not given or found
