Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Solve complex customer issues and lead investigations in a fast-paced SaaS environment.
- Company: Join Cloudmore, a dynamic tech company focused on customer success.
- Benefits: Competitive salary, home broadband allowance, travel opportunities, and modern tech.
- Other info: Collaborative team culture with opportunities for growth and autonomy.
- Why this job: Make a real impact by resolving operational challenges for global customers.
- Qualifications: 2+ years in SaaS or customer operations with strong troubleshooting 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
- 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
- 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
- Home broadband 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.
Customer Incident & Operations Specialist in Belfast employer: Cloudmore
Contact Detail:
Cloudmore 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, its products, and its culture. This way, when you get that interview, you can show us you’re genuinely interested and ready to dive into the role.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about tackling complex issues, try running through some common scenarios you might face. We want to see how you think on your feet and handle pressure.
✨Tip Number 3
Brush up on your communication skills! You’ll be chatting with customers and collaborating with teams, so being clear and confident is key. Maybe even do a mock interview with a friend to get comfortable.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re proactive and keen to join the team!
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 relevant 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 technical know-how!
Craft a Compelling Cover Note: Your cover note is your chance to shine! Keep it concise but engaging, and let us know why you’re excited about the role. Share specific examples of how you've tackled complex issues in the past – we love a good story!
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, confident language and avoid jargon unless it’s necessary. We want to see how you connect with customers!
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 gives you a chance to explore more about what we do at Cloudmore!
How to prepare for a job interview at Cloudmore
✨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, as you'll need to demonstrate your ability to handle complex issues.
✨Showcase Your Communication Skills
Since this role involves direct communication with customers, practice articulating your thoughts clearly and confidently. Prepare examples of how you've effectively communicated in past roles, especially during high-pressure situations or escalations.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss specific instances where you've successfully resolved customer issues or operational incidents. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your critical thinking skills.
✨Familiarise Yourself with AI Tools
As the job mentions using AI tools like ChatGPT, it’s a good idea to have a basic understanding of how these can enhance workflows. Be prepared to discuss how you might leverage such tools to improve service delivery and efficiency in your role.