Lead and scale customer service operations for Premium Support in Ireland. Oversee managers and their teams, handle high-severity escalations, set performance targets, drive staffing and capacity planning, coach managers, and support strategic delivery initiatives. Use data analysis to identify trends, implement improvements, and ensure high-quality, consistent support while fostering team development, engagement, and inclusion.

Lead and manage a 10–15 person premium customer support team (English/Italian). Oversee operations, staffing, coaching, performance management, escalation handling of sensitive/high-severity cases, reporting and process improvements, and drive people strategy, onboarding, and team engagement while supporting cross-functional initiatives.