Customer Service Strategist

Balsam Hill is seeking a proactive and detail-oriented Customer Service Analyst (BPO Support) to support our third-party customer service operations and deliver a high-quality customer experience. This role acts as a key point of contact for BPO partners, ensuring they have the tools, information, and support needed to meet performance expectations and service level agreements. The role also involves managing escalations, analysing trends, and identifying opportunities to improve processes and performance.

This position reports to the BPO Senior Strategist Lead for Europe. This is a full time, hybrid in office position located near our Dublin office, requiring three days in office (Monday, Tuesday, Wednesday).

What you'll do:

• Act as the main point of contact for BPO partners, providing real time support
• Keep partners informed on process updates, policies, and campaigns
• Monitor customer interactions to ensure quality and brand standards
• Manage escalations efficiently with a focus on customer outcomes
• Collaborate with BPO vendors and internal teams to share insights and improve performance
• Work with Knowledge and Learning teams to improve support materials
• Monitor BPO performance data daily across key metrics (CSAT, AHT, FCR, etc.), proactively identify trends and anomalies, and conduct root cause analysis to surface issues before they escalate.
• Identify and implement process improvements
• Own regular performance reviews with BPO partners, tracking SLAs, KPIs, and quality metrics across all supported markets, to support initiatives that drive sales, conversion, and overall customer satisfaction

What you bring to the table:

• Excellent organisational skills with strong attention to detail and the ability to manage multiple priorities.
• Proficient in Excel, PowerPoint, and common project management tools (e.g., Slack, Jira).
• 2-3 years' experience in customer service or contact centre operations
• Third level qualification or equivalent experience
• Strong data analysis skills; proficient in Excel for performance reporting and trend analysis. Comfortable interpreting data from customer feedback and VoC tools.
• Excellent communication and stakeholder management
• Proactive and adaptable in a fast paced environment
• Strong sense of ownership and accountability
• Interest in improving customer experience and operations
• Familiarity with customer service tools is a plus
• Demonstrated AI literacy

Benefits:

• Competitive compensation, including a cash based incentive plan
• Company contributions toward private healthcare coverage
• Company pension and employer contributions
• Paid holidays, annual shutdown week, PTO, and volunteer time off (VTO) packages
• Annual continuous learning benefit up to €1,100 per person, per fiscal year
• Up to €300 flexible reimbursement to support setup of new team member's work from home environment
• Access to mental health and wellness perks
• Parking and transit employer contributions

At Balsam Brands, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. The Company is an equal opportunity employer and makes employment decisions based on merit. In accordance with applicable law, the Company prohibits discrimination based on race, gender, religion, civil status, family status, age, disability, sexual orientation, membership of the Traveller community, or any other consideration protected by applicable laws. The Company fully endorses a working environment that is free from discrimination, harassment, sexual harassment, workplace bullying and/or victimization. The Company is committed to compliance with all relevant and applicable provisions of the Employment Equality Acts with regard to providing equal employment opportunities to disabled applicants or employees. The Company will provide such employees and applicants with reasonable accommodations which are required by law in order to perform the essential functions of the job provided that such reasonable accommodation does not result in excessive or disproportionate cost to the Company.