Private Customer Support Manager

What’s the Opportunity

In line with Distilled’s company vision, our private Customer Support (CS) team aims to make buying and selling better for everyone by delivering high-quality interactions that meet customer needs effectively. The private CS team provides support to buyers and sellers across DoneDeal, Daft, Adverts & Gumtree helping them navigate their buying and selling journeys with confidence.

We are now hiring a CS Manager. This important role will oversee Private Customer Support and Trust & Safety. The successful candidate will lead key transformation initiatives across support efficiency, automation, self-service, and fraud prevention.

You will lead a team of 12 employees, shaping operational excellence, elevating customer satisfaction and future-proofing our support function through scalable, data- and technology-driven solutions.

What will I be doing

Customer Experience Ownership

• Analyse customer contact drivers, sentiment and escalation trends to identify root causes and guide service improvements.

• Drive self-service adoption through improved help content, proactive education and smart automation tools.

• Act as the internal voice of the customer, ensuring insights from support interactions influence product, marketing and commercial decisions.

Automation and Efficiency

• Own the Private Customer Support and Trust & Safety strategies, setting and executing quarterly OKRs aligned to key goals: efficiency, self-service, automation and fraud prevention.

• Drive operational efficiency using data-led decisions to optimise team structure, workflows and tooling.

• Design, implement and manage performance dashboards and KPIs to monitor success, highlight risks and ensure timely adjustments.

• Lead workforce planning and scheduling to maximise productivity, including coverage during nights, weekends and peak periods.

• Champion continuous improvement initiatives that leverage automation (e.g., chatbots) to reduce contact volume and improve resolution speed.

Leadership and Team Development

• Inspire, coach and empower Team Leads and Support Representatives to achieve ambitious customer support objectives.

• Foster a high-performance culture grounded in accountability, engagement and continuous learning.

• Act as a visible and hands-on leader, modelling best practices, encouraging knowledge-sharing and raising quality standards across the team.

Trust & Safety Leadership

• Lead the evolution of fraud detection, prevention, and resolution across the user journey.

• Ensure all fraud processes are effective, consistent, and responsive to emerging threats.

• Promote a culture of safety and awareness through user education and proactive risk mitigation initiatives.

What skills and experience do I need

• At least 5 years of experience leading successful, high-performing, multi-channel customer support teams.

• Deep expertise in Trust & Safety, fraud prevention, and customer education strategies.

• Proven success in driving operational improvements through automation, AI and workflow redesign.

• Experience managing hybrid support environments across channels including email, chat, phone and AI tools.

• Demonstrated ability to use customer insights to guide product and business improvements.

• Hands-on experience with Zendesk or similar platforms.

• Strategic thinker with strong customer empathy and a bias for action.

• Experienced leader with excellent coaching, mentoring and team-building skills.

• Strong analytical mindset; confident in using metrics and dashboards to make decisions.

• Clear and compelling communicator with strong presentation and influencing abilities.

• Comfortable leading through change and collaborating across functions.

• Proactive, solutions-oriented and ownership-driven.

• High emotional intelligence and a deep understanding of customer needs and team dynamics.

What’s it like to work here

You will have the opportunity to work with one of Ireland's fastest growing Internet companies. You will get the chance to create a significant contribution to our strategic direction. Projects are exciting and employees are given wide scope for creativity and innovation

Benefits - what you can expect

• Our goal is to maintain a culture where people look forward to work – whether in our centrally located office in Dublin or working from home, which is optional for all employees.

• We do that by making Distilled a place you'll be listened to and trusted to do your job. Where you can have fun, learn and feel appreciated. And where you get focused career development, growth and progression opportunities.

• We want you to feel confident that this is the right place for you, your career, your wellbeing and your future.

• Above all, your health and wellbeing are at the forefront of how we build the business. That means looking after you while you're here and later in life. So you'll receive life insurance, fully-paid healthcare and a 5% contribution towards your pension.

More about Distilled

We exist to make buying and selling in Ireland simple.

We put our people first, creating an inclusive environment where we can develop products that put our users first. We value people’s work and time, creating a community where they have an opportunity to make an impact and grow.

Our challenge is to enhance our market-leading products using insights and empathy to present our users with the perfect match.

What we build is technology, but what we do is create connections for life’s most meaningful moments. We are Distilled and we bring people together.

Our Values

We have five core values: We have a growth mindset. We like to simplify things and make things happen. We collaborate across teams, business units and brands. We're passionate about what we do.

These values give us a framework for leadership and daily decision making. They embody how we behave and present ourselves — as individuals and as a business — both internally and externally for our colleagues, our users and our customers.

We are a diverse bunch of people here in Distilled, and we want to continue to attract and retain a diverse range of people into our Company. We do not discriminate based on gender, marital status, family status, sexual orientation, religion, age, disability, race and membership of the Traveller community.