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- Tasks: Investigate and resolve complex operational issues in a dynamic SaaS platform.
- Company: Join a forward-thinking tech company with a collaborative culture.
- Benefits: Competitive salary, gym membership, home broadband allowance, and travel opportunities.
- Other info: Enjoy endless growth opportunities and work with top-spec technology.
- Why this job: Make a real impact by enhancing customer experiences and platform reliability.
- Qualifications: 3-6 years in SaaS operations, strong analytical skills, and B2B customer experience.
The predicted salary is between 28800 - 48000 £ per year.
The Customer Operations & Platform Specialist is responsible 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
- 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
- Differentiate 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
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'd love to hear from you. Please submit your resume and a brief cover letter detailing your qualifications and interest in the role.
Customer Operations & Platform Specialist in Belfast employer: Cloudmore AB
Contact Detail:
Cloudmore AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations & Platform Specialist 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 about how you can contribute during interviews.
✨Tip Number 2
Practice your problem-solving skills! Since this role involves diagnosing complex issues, try to simulate scenarios where you have to resolve customer support tickets. It’ll boost your confidence and show your analytical capabilities.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insights into the company culture and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at Cloudmore.
We think you need these skills to ace Customer Operations & Platform Specialist in Belfast
Some tips for your application 🫡
Tailor Your Resume: Make sure your resume highlights relevant experience in SaaS operations and customer support. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit. Keep it concise but impactful – we love a good story!
Showcase Your Analytical Skills: Since the role involves a lot of problem-solving and data analysis, make sure to mention any relevant experiences where you've successfully diagnosed and resolved complex issues. We’re looking for those analytical vibes!
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 don’t miss out on any important updates. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at Cloudmore AB
✨Know Your Stuff
Before the interview, dive deep into Cloudmore's SaaS platform. Understand its features, common issues, and how it operates. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex support tickets you've resolved in the past. Be ready to discuss your analytical approach and how you diagnosed root causes. This will demonstrate your capability to handle the responsibilities of the Customer Operations & Platform Specialist.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. Since the role involves customer interaction, being able to convey complex information simply is key. Consider doing mock interviews with a friend to refine your communication style.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, the challenges they face, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.