Customer Support Officer I

Location: Westport, Ireland (Hybrid)

At HSI Skillko, we’re on a mission to simplify training, compliance, and workforce management for organisations in regulated industries. Our platform helps businesses keep their teams safe, certified, and compliant — all in one place.

As we continue to grow our customer base across Ireland and the UK, we’re adding a Customer Support Officer to our team to ensure every client gets the most value from our platform.

This is an entry-level opportunity within our Customer Success organisation — perfect for someone with a passion for helping others and a desire to build a career in the SaaS industry. You’ll gain deep product knowledge, develop valuable customer-facing skills, and receive the training and mentoring needed to grow within HSI.

What You’ll Do

• Respond to customer inquiries via email and our ticketing system (Salesforce), providing prompt, clear, and friendly support.
• Troubleshoot and resolve product questions – guide customers through using Skillko’s features and assist with common access or configuration issues.
• Escalate complex issues to our Product team (via Jira) and track them through to resolution.
• Maintain accurate documentation of customer cases, resolutions, and follow-ups.
• Collaborate with internal teams – work closely with CSMs, Product, and Development to ensure seamless customer experiences.
• Follow up on open tickets and ensure timely closure to maintain customer satisfaction.
• Share recurring issues or feedback to help improve our product and customer support processes.
• Stay current with new Skillko features and updates to support users effectively.

Requirements

• 1–3 years’ experience in customer support, service, or a similar customer-facing role.
• Background in hospitality, customer service, or SaaS environments welcomed — full training will be provided.
• Excellent written communication and attention to detail.
• Strong problem-solving mindset – proactive in finding solutions rather than passing issues on.
• High attention to detail and commitment to delivering quality service
• Ability to work both independently and collaboratively in a fast-paced, customer-focused environment
• A friendly, empathetic personality and desire to help others succeed.
• Reliable, organised, and able to manage multiple requests efficiently.
• Comfortable working in a collaborative, hybrid team environment (3 days in-office).

Benefits

• Career growth: Start in Customer Support with a clear path to Customer Success or Account Management roles.
• Comprehensive training: Shadow experienced colleagues, learn our systems, and get hands-on mentoring to ramp quickly.
• Collaborative team: Tight-knit, supportive culture where everyone helps one another succeed.
• Hybrid flexibility: Typically 3 days in the Westport office (Tue–Thu) and 2 remote days (Mon & Fri).
• Be part of a growing SaaS company making a genuine difference in workplace safety and compliance.