Customer Service Strategist, Dublin Pike

Balsam Hill is seeking a proactive and detail-oriented Customer Service Analyst (BPO Support) to support our third-party customer service operations and deliver a high-quality customer experience. This role acts as a key point of contact for BPO partners, ensuring they have the tools, information, and support needed to meet performance expectations and service level agreements. The role also involves managing escalations, analysing trends, and identifying opportunities to improve processes and performance.

This position reports to the BPO Senior Strategist Lead for Europe. This is a full-time, hybrid in-office position located near our Dublin office, requiring three days in-office (Monday, Tuesday, Wednesday).

What You’ll Do

Act as the main point of contact for BPO partners, providing real-time support

Keep partners informed on process updates, policies, and campaigns

Monitor customer interactions to ensure quality and brand standards

Manage escalations efficiently with a focus on customer outcomes

Collaborate with BPO vendors and internal teams to share insights and improve performance

Work with Knowledge and Learning teams to improve support materials

Monitor BPO performance data daily across key metrics (CSAT, AHT, FCR, etc.), proactively identify trends and anomalies, and conduct root cause analysis to surface issues before they escalate.

Identify and implement process improvements

Own regular performance reviews with BPO partners, tracking SLAs, KPIs, and quality metrics across all supported markets, to support initiatives that drive sales, conversion, and overall customer satisfaction

What You Bring To The Table

Excellent organisational skills with strong attention to detail and the ability to manage multiple priorities.

Proficient in Excel, PowerPoint, and common project management tools (e.g., Slack, Jira).

2–3 years’ experience in customer service or contact centre operations

Third-level qualification or equivalent experience

Strong data analysis skills; proficient in Excel for performance reporting and trend analysis. Comfortable interpreting data from customer feedback and VoC tools.

Excellent communication and stakeholder management

Proactive and adaptable in a fast-paced environment

Strong sense of ownership and accountability

Interest in improving customer experience and operations

Familiarity with customer service tools is a plus

Demonstrated AI literacy

Competitive Compensation and Benefits

Competitive compensation, including a cash-based incentive plan

Company contributions toward private healthcare coverage

Company pension and employer contributions

Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages

Annual continuous learning benefit up to€1,100 per person, per fiscal year

Up to€300 flexible reimbursement to support setup of new team member's work-from-home environment

Access to mental health and wellness perks

Parking and transit employer contributions

At Balsam Brands, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. The Company is an equal opportunity employer and makes employment decisions on the basis of merit. In accordance with applicable law, the Company prohibits discrimination based on race, gender, religion, civil status, family status, age, disability, sexual orientation, membership of the Traveller community or any other consideration protected by applicable laws. The Company fully endorses a working environment that is free from discrimination, harassment, sexual harassment, workplace bullying and/or victimization. The Company is committed to compliance with all relevant and applicable provisions of the Employment Equality Acts 1998-2015 with regard to providing equal employment opportunities to disabled applicants or employees. The Company will provide such employees and applicants with reasonable accommodations which are required by law in order to perform the essential functions of the job provided that such reasonable accommodation does not result in excessive or disproportionate cost to the Company.

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