Description
The Operations Manager will lead a team of Customer Onboarding Specialists and
Technical Support Engineers. Our commitment to exceptional customer services is a
cornerstone of our success and this role is critical in ensuring we deliver on that promise.
This role requires an individual passionate about customers, operational excellence and
mentorship. A successful Operations Manager must possess excellent leadership,
communication and process improvement abilities, strong people skills, and the ability to
lead with empathy while maintaining a positive attitude and a willingness to serve customers
at all times.
Key Responsibilities
- Managing the day-to-day functions of the support and onboarding departments.
- Leading and coaching the team to meet and exceed key performance indicators.
- Providing ongoing training, coaching, mentoring and 1:1's to enhance technical skills, problem-solving, and customer service.
- Defining, tracking, and reporting on key performance indicators for both onboarding and support.
- Proficiency in collecting, analysing, and interpreting operational data (e.g., Ticket reason trends, resolution times, customer satisfaction scores) to make informed decisions and drive improvements.
- Ability to identify root causes of issues, analyse complex situations, and develop effective solutions.
- Informing the team of new information related to products, procedures, and trends.
- Oversee ticketing system, ensuring proper categorisation prioritisation, and escalation.
- Ability to build and maintain strong relationships with customers, especially during onboarding and critical support situations.
- Responding to and resolving escalated customer support issues.
- Champion customer needs, ensuring feedback and pain points are addressed by relevant departments.
Skills, Knowledge and Expertise
- Minimum Honours Degree in a business or technical discipline
- Experience in providing customer support and leading a team
- Excellent knowledge of management methods and techniques
- Background working with data and reports to drive performance and customer experience
- Strong client-facing and communication skills - proficiency in English required.
- Working knowledge of customer service software and tools
- Advanced troubleshooting skills
Benefits
At Scurri we feel it’s important to hire highly motivated and talented people, make sure they are looked after and to give them the tools and the freedom to get things done.
We provide an open and positive work environment while ensuring our employees have the work/life balance they need. Work is not only challenging but interesting and rewarding as well.
We encourage employees to grow and develop throughout their career. Additionally, we definitely like to have fun as well.
Our main requirement is that you follow our values and focus on the mission. For the second year in a row, we are proud to be recognised as a “Great Place to Work”
- Company pension - Matched employer contribution
- Company Health Scheme - VHI
- Annual company day, regular all-company socials
- Social Club - Camping, Kayaking, nights out etc
- Ongoing Training
- Paid volunteer time
- Fantastic offices and facilities (on-site gym, games, snacks - Tea, coffee fruit, ice cream and other surprises to keep you fuelled)
About Scurri
Scurri is a next generation delivery management software that was created to put retailers back in control of the most fundamental pillars of their eCommerce business.
We give our clients full control of their costs, operations and customer experience with our easy-to-use and fully customisable Delivery Management Platform.
Our product helps get purchases over the line at the checkout, allows retailers to select the most effective delivery option for each package, create accurate labels, track packages more accurately, and provide an analytics suite that delivers tangible insights.
We can also turn the post purchase experience into an additional marketing opportunity for retailers through own branded tracking communications with Scurri Track Plus.
Founded in 2010, we've grown to process over 100 million orders per annum and we've no intention of stopping there. Our workforce spans Ireland, the UK and Europe supporting an international customer base of well known retailers.
Our team are a curious and resourceful bunch spread across operations, product, IT, finance, customer success, sales and marketing. We collectively share an aspiration to deliver a world class product and service, and to be there for one another and our customers whenever we're needed.
We take our culture seriously and endeavour to reflect our values of Family, Fun, Success, Lean, Customer and Innovation in every aspect of life in Scurri.
We give our clients full control of their costs, operations and customer experience with our easy-to-use and fully customisable Delivery Management Platform.
Our product helps get purchases over the line at the checkout, allows retailers to select the most effective delivery option for each package, create accurate labels, track packages more accurately, and provide an analytics suite that delivers tangible insights.
We can also turn the post purchase experience into an additional marketing opportunity for retailers through own branded tracking communications with Scurri Track Plus.
Founded in 2010, we've grown to process over 100 million orders per annum and we've no intention of stopping there. Our workforce spans Ireland, the UK and Europe supporting an international customer base of well known retailers.
Our team are a curious and resourceful bunch spread across operations, product, IT, finance, customer success, sales and marketing. We collectively share an aspiration to deliver a world class product and service, and to be there for one another and our customers whenever we're needed.
We take our culture seriously and endeavour to reflect our values of Family, Fun, Success, Lean, Customer and Innovation in every aspect of life in Scurri.