Helpdesk Supervisor

Dublin, Ireland


Helpdesk Supervisor

SoftCo have an exciting opportunity for a Helpdesk Supervisor to join our Customer Services Group. Based in our corporate headquarters in Dublin, the successful candidate will report to the Customer Service Manager and will supervise a global helpdesk team, which provides technical support to SoftCo’s international customer base. Working in a fast-paced and collaborative environment, you will work closely with other teams and management to deliver exceptional customer service.

Your role:

  • Supervise global helpdesk with growing teams in EU & US
  • Coordinate training and development of new and existing helpdesk team members
  • Contribute to improving customer satisfaction by directly handling queries and escalations
  • Implement strategic change initiatives following international best practices
  • Manage handover of new customer projects to helpdesk support team
  • Deliver management reporting on helpdesk team performance and productivity KPI’s
  • Provide customer feedback to internal teams including Sales, Marketing, Product & Finance
  • Maintain regular communications with customers and deliver proactive customer care activities
  • Ensure adherence to company policies at all times
  • Other ad-hoc duties as required

Your profile:

  • A college degree or similar qualification in a related business or technical field
  • Experience in a customer service or technical support role
  • A customer focused, structured and highly organised individual
  • Assertive, confident personality with excellent communication and people skills
  • Self-motivated with the ability to motivate others to deliver a high level of customer service
  • Experience in writing professional customer centric correspondence
  • Proven ability to work under pressure and deliver within tight deadlines
  • Results oriented and deadline driven with a high degree of accountability and responsibility
  • Fluency in spoken and written English and eligibility to work in Ireland

Please email your CV to

About SoftCo

Established in 1990, SoftCo is a leading global software company with over one million business users worldwide. Headquartered in Dublin, Ireland, SoftCo has offices in Boston, Manchester, and Helsinki. The company’s solutions transform finance processes, reduce costs and ensure organisations meet their compliance obligations. SoftCo’s customers include Volkswagen, Primark, Sunny Delight, the Finnish Government, and PWC. SoftCo is ISO27001 certified, a Microsoft Gold Partner, and an AWS Advanced Technology Partner.

SoftCo is an Equal Opportunities employer.