About the role

Job Summary:

About WebSell
WebSell provides e-commerce services to over 400 retail businesses globally, processing hundreds of millions of dollars in transactions per year. We're headquartered in Cork, Ireland, with operations in Poland covering development, IT, and support. We're part of Volaris Group, a subsidiary of Constellation Software Inc.

Role Overview
We're looking for someone to sit between our support operations and our enterprise customer relationships. You'll manage our Poland-based support team (currently 2 people), while also acting as the main point of contact for a portfolio of enterprise accounts - making sure they're getting value from our platform, spotting upsell and renewal opportunities and stepping in when things need extra attention.

Job Description:

Key Responsibilities

Manage and mentor the support team (currently 2 people), covering workload, quality of responses, and escalation handling
Own the relationship with a portfolio of enterprise customers, acting as their main point of contact
Run regular check-ins and business reviews with key accounts, tracking satisfaction and platform adoption
Identify upsell, cross-sell, and renewal opportunities within existing accounts
Act as an escalation point for critical support cases, coordinating with engineering and IT when needed
Track support and account health metrics, and report on trends to leadership
Improve support processes and documentation as the team and customer base grow

What We're Looking For

3+ years in customer success, account management, or support team leadership, ideally in SaaS or e-commerce
Experience managing or mentoring a small team
Comfortable being customer-facing with enterprise accounts, including commercial conversations
Strong organizational skills and ability to prioritize across support operations and account management
Good spoken and written English - this role involves regular communication with an international team and customers

Nice to have:

Experience with support/ticketing tools (e.g. Zendesk, Freshdesk) and CRM systems
Background in e-commerce or retail tech
Experience growing or restructuring a small support team

What We Offer

Flexible working hours
Private healthcare
MyBenefit programme
Friendly, international team
Choice of computer hardware and peripherals
Informal working culture

Worker Type:

Regular

Number of Openings Available:

Aplyr's read

Volaris Group focuses on acquiring and nurturing vertical market software companies, attracting professionals interested in strategic growth and operational excellence.
Synthesized from recent postings & public sources

What's promising

•Volaris Group provides acquired companies with extensive resources and expertise for growth.
•The company has a strong focus on strategic leadership roles, indicating growth and development opportunities.
•Volaris Group's emphasis on AI roles suggests a commitment to innovation and technology advancement.

What to watch

•The company’s growth strategy relies heavily on acquisitions, which can lead to integration challenges.
•Limited public information about employee satisfaction and company culture.
•High dependence on acquired companies' performance may affect overall stability.

Why Volaris Group

•Volaris Group specializes in vertical market software, offering niche expertise.
•It operates a decentralized model, allowing acquired companies to maintain their unique identity.
•The focus on AI transformation highlights a forward-thinking approach in tech advancements.

Aplyr’s read is generated by AI from public sources. Was it useful?