About this role
Job Summary: About WebSell WebSell provides e-commerce services to over 400 retail businesses globally, processing hundreds of millions of dollars in transactions per year. We're headquartered in Cork, Ireland, with operations in Poland covering development, IT, and support. We're part of Volaris Group, a subsidiary of Constellation Software Inc.
Role Overview We're looking for someone to sit between our support operations and our enterprise customer relationships. You'll manage our Poland-based support team (currently 2 people), while also acting as the main point of contact for a portfolio of enterprise accounts - making sure they're getting value from our platform, spotting upsell and renewal opportunities and stepping in when things need extra attention.
Job Description: Key Responsibilities
• Manage and mentor the support team (currently 2 people), covering workload, quality of responses, and escalation handling • Own the relationship with a portfolio of enterprise customers, acting as their main point of contact • Run regular check-ins and business reviews with key accounts, tracking satisfaction and platform adoption • Identify upsell, cross-sell, and renewal opportunities within existing accounts • Act as an escalation point for critical support cases, coordinating with engineering and IT when needed • Track support and account health metrics, and report on trends to leadership • Improve support processes and documentation as the team and customer base grow What We're Looking For
• 3+ years in customer success, account management, or support team leadership, ideally in SaaS or e-commerce • Experience managing or mentoring a small team • Comfortable being customer-facing with enterprise accounts, including commercial conversations • Strong organizational skills and ability to prioritize across support operations and account management • Good spoken and written English - this role involves regular communication with an international team and customers
Nice to have:
• Experience with support/ticketing tools (e.g. Zendesk, Freshdesk) and CRM systems • Background in e-commerce or retail tech • Experience growing or restructuring a small support team
What We Offer
• Flexible working hours • Private healthcare • MyBenefit programme • Friendly, international team • Choice of computer hardware and peripherals • Informal working culture
Worker Type: Regular
Number of Openings Available: 1