Role: Senior Digital Support Executive

Vacancy type: Permanent

Reporting to: Head of CSD

Duties & Responsibilities

• Monitor and respond to customer inquiries inc. accessibility requests, via digital channels, such as email, chat, social media and phone.
• Act as Lead with onboarding new customers and setting them up for success. (Welcome packs for Gill Education and Gill Classroom users).
• Manage and update knowledge base articles, FAQ’s and support documentation to ensure accuracy and relevance.
• Collaborate with cross-functional teams, including Marketing, IT, and Digital Publishing, to resolve customer issues and enhance user experience.
• Assist with retention, expansion and renewal of current client subscriptions in line with our criteria. You are expected to work closely with the Sales Education Dept. and continue to support sales representatives with client follow-up.
• Monitoring customer usage and flagging risks or growth opportunities.
• Develop and maintain strong relationships with key customers to ensure their long-term satisfaction and loyalty. Documenting customer requests and product feedback.
• Maintain CRM notes and support ticket logs.
• Act as a key project team member, as and when required, on various projects as they may arise.
• Management of Freshdesk & Gill Classroom CRM system and maintaining clean data in line with GDPR.
• Assist with the delivery of strategic action plans as agreed with Gill’s Executive.
• Undertake new digital support tasks as assigned by your manager and report on agreed monthly/annual targets and significant KPI’s for your role.
• Work with the Head of CSD in ensuring necessary client documentation is obtained and kept up to date.
• Act as the main point of contact for troubleshooting issues with digital tools, platforms, and websites.
• Ongoing Support: Delivering on-site support to schools and helping with new students’ setup process, tracking and troubleshooting any technical issues.
• Test and provide feedback on the new digital tools and software to ensure they meet the needs of the team and customers.
• Support your manager in creating and delivering training sessions or workshops on new Gill Education digital tools, processes, and customer service techniques to other departments and to the CSD team members.
• Participate in team meetings and provide updates on ongoing digital projects, and continue supporting colleagues as needed.
• Coordinate with third-party vendors or partners to resolve customer issues when necessary.

Key Competencies

• Excellent interpersonal and communication skills
• High level of empathy and customer-centric mindset
• Adaptable and open to new technologies and processes
• Excellent technical support skills
• Proactive in identifying opportunities for improvement
• Ability to answer product questions and troubleshoot issues
• Comfortable liaising with internal teams to resolve customer needs
• Ability to handle customer issues with professionalism and composure
• Strategic thinker with a focus on continuous improvement
• Resilient and composed under pressure
• Strong analytical mindset with attention to detail

Experience/Qualifications

• Education: A third-level qualification in communication, IT or a related field, or equivalent practical experience
• Technical Skills: Familiarity with CRM software (such as Freshdesk, Zendesk), help desk tools, and advanced website or data analytics platforms.
• Digital Literacy: Practical understanding of the digital customer journey, online context management and user experience support.
• Customer Service: 3 to 5 years of experience in a customer support, help desk, or client-facing role, preferably in a fast-paced or tech environment.

Closing date: 25th September 2026

To make an application, please email careers@gill.ie with your CV and covering letter. Explain the opportunities you believe this position will hold and tell us about the relevant skills and experience you will bring.