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- Tasks: Solve complex customer issues and lead investigations in a fast-paced SaaS environment.
- Company: Join Cloudmore, a dynamic tech company based in Belfast.
- Benefits: Competitive salary, gym membership, travel opportunities, and modern tech.
- Other info: Collaborative team culture with opportunities for growth and autonomy.
- Why this job: Make a real impact on customer experience and platform reliability.
- Qualifications: 2+ years in SaaS or technical support with strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Cloudmore is hiring a Customer Operations & Incident Specialist to join our Belfast team. We’re looking for someone who enjoys solving complex problems, communicating directly with customers, and taking ownership of operational issues in a fast-moving SaaS environment. This is not a passive ticket-support role. You’ll lead investigations, manage escalations, coordinate with Engineering teams, and own customer issues through to resolution. You’ll work closely with customers, Product, Engineering, and Customer Success to deliver a high-quality operational support experience. If you’re someone who thrives under pressure, communicates confidently, and enjoys figuring things out, we’d like to hear from you.
What You’ll Be Doing
- Owning customer issues from initial report through to resolution
- Managing operational incidents, escalations, and high-impact customer situations
- Investigating platform issues, bugs, and service disruptions
- Working directly with Engineering teams to troubleshoot and validate fixes
- Communicating with customers via calls, meetings, and written updates
- Prioritising and managing a high volume of complex issues effectively
- Supporting onboarding activities and operational setup tasks
- Helping customers successfully adopt and navigate the Cloudmore platform
- Identifying recurring issues and contributing to operational improvements
- Using AI tools to improve workflows, troubleshooting, and service delivery efficiency
- Contributing ideas and process improvements that improve the customer experience
What We’re Looking For
Essential
- 2+ years’ experience in SaaS, technical support, customer operations, or a similar customer-facing technical role
- Confidence communicating directly with customers
- Experience managing issues or incidents end-to-end
- Strong troubleshooting and problem-solving skills
- Experience working closely with Engineering or Product teams
- Ability to prioritise effectively in a fast-paced environment
- Strong written and verbal communication skills
- Comfortable using AI tools such as ChatGPT as part of your day-to-day workflow
Desirable
- Experience working with SaaS or subscription-based platforms
- Exposure to APIs, logs, or technical troubleshooting tools
- Experience in escalation-driven or incident-focused environments
- Understanding of cloud services, provisioning, or operational workflows
Why Join Cloudmore?
- Work on Real Customer Challenges: You’ll play a key role in resolving operational issues for global SaaS customers and partners while working on problems that directly impact customer experience and platform reliability.
- Grow Your Technical & Operational Skills: You’ll work closely with Engineering, Product, and Customer Success teams while gaining hands-on experience across SaaS operations, incident management, escalations, and customer lifecycle support.
- High Ownership, Collaborative Team: We value initiative, communication, and accountability. You’ll have the autonomy to lead investigations, contribute ideas, and help shape how we scale customer operations.
Benefits Include
- Competitive salary and benefits package
- Gym membership
- Home broadband allowance
- Mobile phone allowance
- Travel opportunities to our Sweden and Estonia offices
- High-performance laptop and modern working technology
Interview Process
Please note that part of the interview process will take place at our Belfast office.
How to Apply
Apply with your CV and a short cover note outlining your experience and interest in the role.
Closing Date: 15th May
Customer Incident & Operations Specialist in Belfast employer: Cloudmore AB
Contact Detail:
Cloudmore AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Incident & Operations Specialist in Belfast
✨Tip Number 1
Get to know the company inside out! Research Cloudmore's values, products, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about tackling complex issues, think of examples from your past experiences where you've successfully resolved customer problems or managed incidents. Be ready to share these stories!
✨Tip Number 3
Don’t underestimate the power of communication! Prepare to discuss how you’ve effectively communicated with customers and teams in high-pressure situations. Clear communication is key in a fast-paced environment like SaaS.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining Cloudmore. We can’t wait to see what you bring to the table!
We think you need these skills to ace Customer Incident & Operations Specialist in Belfast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in SaaS and customer operations. We want to see how your skills match the role, so don’t be shy about showcasing your problem-solving abilities and any relevant technical expertise.
Craft a Compelling Cover Note: Your cover note is your chance to shine! Keep it concise but impactful. Tell us why you’re excited about the role and how your background makes you a great fit. Remember, we love seeing genuine enthusiasm!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your communication style. Use clear and confident language, and don’t forget to proofread for any typos or errors!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Cloudmore AB
✨Know Your Stuff
Make sure you understand the SaaS environment and the specific challenges that come with it. Brush up on your technical knowledge, especially around troubleshooting and incident management. This will help you speak confidently about how you can tackle customer issues.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex problems you've solved in previous roles. Be ready to discuss your thought process and the steps you took to resolve those issues. This will demonstrate your ability to take ownership and lead investigations effectively.
✨Communicate Clearly
Since this role involves a lot of direct communication with customers, practice articulating your thoughts clearly and concisely. Think about how you would explain technical issues to someone without a technical background. Good communication can set you apart!
✨Familiarise Yourself with AI Tools
As the job mentions using AI tools like ChatGPT, make sure you're comfortable discussing how these can improve workflows and service delivery. If you have experience using such tools, be prepared to share how they’ve helped you in past roles.