Big Red Cloud is hiring a Customer Support Executive to join its growing team in a fully remote role based anywhere in Ireland. This is an excellent opportunity for a customer-focused professional with experience in SaaS, accounts, or inventory software to make a real impact for thousands of Irish small businesses.
About the Role
As Customer Support Executive, you will be the primary point of contact for Big Red Cloud customers using its accounts, payroll, and Turbo Inventory platforms. Working closely with the Customer Success, Product, and Engineering teams, you will troubleshoot issues, guide users through best practices, and help ensure customers get the most from the software in their day-to-day operations.
About Big Red Cloud
Big Red Cloud is one of Ireland’s most established accounting and payroll software providers, supporting thousands of small businesses, sole traders, and accountants across the country. Backed by Ishikawa Technologies, the company is expanding its product suite — including Turbo Inventory, a streamlined stock and inventory tracking module built for Irish SMEs.
Key Responsibilities
- Respond to customer enquiries and troubleshoot issues across the accounts, payroll, and Turbo Inventory platforms.
- Investigate support requests, replicate issues, and escalate bugs or feature gaps to Product or Engineering teams as required.
- Educate users on key features including product setup, stock adjustments, supplier management, and reporting tools.
- Write and update support articles and how-to guides to reduce recurring queries.
- Document customer needs, pain points, and feature suggestions to inform the product roadmap.
- Collaborate with internal stakeholders to align on product fixes, improvements, and high-priority customer requests.
Requirements
- 2+ years’ experience in a customer support, inventory coordination, or SaaS support role.
- Familiarity with inventory, accounts, or payroll concepts — such as stock control, supplier tracking, invoicing, and profit and loss.
- Analytical mindset with the ability to remain calm under pressure and guide users through technical and operational issues.
- Strong communication skills — friendly, professional, and clear.
- Experience with ticketing systems such as Salesforce, Intercom, Zendesk, or HubSpot, and basic reporting dashboards.
- Experience working with Irish SMEs or retail/distribution customers is an advantage.
Salary
€30,100 per annum.
Benefits
- Health insurance
- Company pension
- Training and development budget
- Team-building events and offsites
- Full remote working flexibility from anywhere in Ireland
Location
This is a fully remote role, open to candidates based anywhere in Ireland. The team is headquartered in Dublin, with flexible arrangements in place for remote employees.
Contract Type
Permanent, Full-time.
Hiring Process
- Cognitive Aptitude Test (CAT) — a short assessment of logical thinking and problem-solving.
- Scored review and feedback.
- Structured interview with the team.
