Customer Incident & Operations Specialist

Customer Operations & Incident Specialist

📍 Belfast, Northern Ireland
🕒 Full-Time | Office-Based

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