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For Companies At a Glance
- Tasks: Own customer issues from start to finish and resolve complex operational challenges.
- Company: Join a dynamic SaaS company focused on customer success and innovation.
- Benefits: Competitive salary, gym membership, home broadband allowance, and top-spec tech.
- Why this job: Make a real impact by enhancing platform reliability and customer satisfaction.
- Qualifications: 3-6 years in SaaS operations with strong analytical and communication skills.
- Other info: Enjoy growth opportunities and a collaborative culture while working remotely.
The predicted salary is between 36000 - 60000 £ per year.
Role Purpose
The Customer Operations & Platform Specialist is accountable for investigating, diagnosing, and resolving complex operational issues 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.
- Structured Bug Triage and Escalation Discipline
- Differentiating 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.
- 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.
- Operational Maturity and Judgment
- Operate with minimal supervision.
- Prioritise effectively in a high-interruption environment.
- Escalate only when necessary.
- Reduce managerial dependency.
- Improve the success of the issue quality measure.
Skills and Experience Required
- 3 to 6 years 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 would love to hear from you. Please submit your resume and a brief cover letter detailing your qualifications and interest in the role.
Customer Operations in Belfast employer: Cloudmore AB
Contact Detail:
Cloudmore AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations in Belfast
✨Tip Number 1
Get to know the company inside out! Research Cloudmore's SaaS platform and understand their customer operations. This will help you speak confidently during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves resolving complex operational issues, try to simulate scenarios where you diagnose and resolve problems. This will prepare you for those tricky questions in interviews.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and the role, plus it shows your enthusiasm for joining the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about wanting to be part of the Cloudmore family.
We think you need these skills to ace Customer Operations in Belfast
Some tips for your application 🫡
Show Off Your Skills: Make sure to highlight your experience in SaaS operations and customer support. We want to see how you've tackled complex issues and what makes you a great fit for the Customer Operations role.
Be Clear and Concise: When writing your cover letter, keep it straightforward. We appreciate clarity, so get to the point about why you're interested in the role and how your skills align with our needs.
Tailor Your Application: Don’t just send a generic application! Customise your resume and cover letter to reflect the specific responsibilities and skills mentioned in the job description. It shows us you’re genuinely interested.
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 without any hiccups!
How to prepare for a job interview at Cloudmore AB
✨Know Your Numbers
Since the role requires strong numerical reasoning, brush up on your analytical skills. Be prepared to discuss how you've handled billing discrepancies or analysed data in previous roles. Show them you’re comfortable with numbers and can communicate financial implications clearly.
✨Demonstrate Ownership
This position is all about taking independent operational ownership. Think of examples where you’ve taken charge of a customer issue from start to finish. Highlight your ability to resolve support tickets without supervision and maintain high-quality documentation.
✨Structured Problem-Solving
Prepare to showcase your structured problem-solving approach. Bring examples of how you’ve diagnosed root causes in complex situations. They’ll want to see that you can differentiate between configuration issues and user errors, so be ready to explain your thought process.
✨Communicate with Confidence
Strong communication skills are key for this role. Practice leading customer calls and providing updates during high-severity incidents. Make sure you can convey technical information clearly and confidently, as this will build trust with both customers and the team.
