Job Overview:
Role Title
Customer Operations & Platform Specialist
Role Purpose
The Customer Operations & Platform Specialist is an is accountable for investigating, diagnosing, and resolving complex operational issues within Cloudmore's SaaS commerce platform, within Cloudmore's SaaS commerce platform.
The role ensures platform reliability, billing integrity, and the structured resolution of customer issues while materially reducing the escalation burden on management and Engineering.
This is more than a general support role. It requires analytical capability, numerical confidence, independent judgment, and customer-facing maturity.
Core Responsibilities
Independent Operational Ownership
* Take ownership of customer issues from intake to resolution
* Resolve the majority of customer support tickets without supervision
* Take full accountability from intake to resolution
* Maintain structured, high-quality ticket documentation
* Lead customer calls confidently when required
Billing, Pricing, and Data Analysis
* Investigate billing outputs, subscription structures, and pricing logic
* Analyse transactional and usage-based data to identify discrepancies
* Validate calculations against expected commercial outcomes
* Communicate financial implications clearly and accurately
This role requires comfort working with numbers and structured data.
Structured Bug Triage and Escalation Discipline
* Differentiate between configuration issues, user error, and platform defects
* Conduct a thorough investigation before escalation
* Provide clear reproduction steps, impact context, and supporting evidence
* Escalate selectively to protect the Engineering focus
The goal is to improve development quality and reduce operational noise.
Incident Management and Customer Confidence
* Lead structured responses to high-severity incidents
* Provide timely, confidence-building updates
* Conduct post-incident analysis to prevent recurrence
Release and Real-World Validation
* Review and test platform releases using realistic customer scenarios
* Identify operational friction and unintended billing impact
* Provide structured feedback to Product before wider rollout
This role contributes to operational validation but does not own the QA strategy.
Operational Maturity and Judgment
* Operate with minimal supervision
* Prioritise effectively in a high-interruption environment
* Escalate only when necessary
* Reduce managerial dependency
Reduced oversight requirements and improved the success of the issue quality measure.
Skills and Experience Required
* 3 to 6 year's experience in SaaS operations, support, billing systems, fintech, commerce platforms, or subscription environments
* Strong numerical reasoning and comfort in analysing pricing and billing outputs
* Experience resolving complex support tickets independently
* Experience working directly with B2B customers
* Demonstrated ability to diagnose root causes across configuration, data, and integration layers
* Clear and confident communication skills
* Structured problem-solving approach
Desirable
* Experience with usage-based billing models
* Experience in subscription or commerce platforms
* Exposure to release testing or user acceptance testing
* Comfort working with APIs or structured data tools
Benefits:
Competitive Salary & Benefits – A competitive salary with a comprehensive benefits package designed for your well-being.
Growth & Development – Endless growth opportunities in a dynamic, customer-focused environment.
Collaborative Culture – A supportive and inclusive team where your voice matters.
Gym Membership – Stay fit and energized with a gym membership.
Home Broadband Allowance – Stay connected with a home broadband allowance.
Mobile Phone Allowance – Stay in touch with a mobile phone allowance.
Travel to Sweden & Estonia – Travel to our offices in Sweden and Estonia.
Top-Spec Tech – Get a high-performance laptop and the best home working technology.
How to Apply:
If you are passionate about helping customers succeed and enjoy creating positive, lasting relationships, we'd love to hear from you. Please submit your resume and a brief cover letter detailing your qualifications and interest in the role.
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Location
Belfast
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Department
Customer Service
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Employment Type
Full-Time
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Minimum Experience
Mid-level
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