Tierney’s provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the International Hotel, Restaurant and Leisure Industry across the Ireland and the UK. Our commitment within the Hospitality Sector brings cutting edge solutions to our customers from leading partners around the globe enabling our clients to gain the maximum from their IT investment helping them achieve their specific needs.
We are currently recruiting an experienced Customer Experience Critical Incident Manager based in Clare to join our Operations Leadership Team. This is a highly visible role that serves as the voice of the customer within the organisation, leading the resolution of complex customer issues, major incidents and escalations while helping to drive a customer-first culture across the business. The successful candidate will act as a trusted extension of the COO, ensuring customers remain informed, supported and confident during critical situations while working closely with operational teams to deliver long-term improvements.
What are the key responsibilities of the role?
Customer experience escalations
Act as the senior escalation point for complex customer issues and complaints.
Take ownership of at-risk customer relationships through to resolution.
Rebuild customer confidence following service failures and identify recurring issues.
Deal directly with customers on sensitive or high-risk issues and rebuild confidence with at-risk accounts following service failures or major incidents.
Provide clear, honest, and empathetic communication that balances customer needs with business realities.
Critical incident management
Own the major incident process from detection through resolution and review.
Act as Incident Lead for high severity incidents, coordinate technical, support, account management teams to resolve incident quickly.
Own customer-facing communications during incidents, including status updates, expected resolution times, and post-incident summaries.
Lead clear, timely customer communications and track corrective actions.
Maintain and continuously improve the major incident escalation matrix,and communication templates.
Customer relationships improvement
Conduct customer alignment and service review meetings with key accounts.
Identify service or relationship risks before they become escalations.
Report on incident performance, escalation trends and customer sentiment.
Work with the Client Excellence Continuous Improvement Manager to turn lessons learned into lasting operational improvements.
COO Project Support
Act as a flexible senior resource who can pick up unstructured or time-sensitive priorities with minimal oversight.
Bring a structured, calm approach to short-term project by scoping the problem, coordinating stakeholders and delivering outcomes.
Reporting, Performance Continuous Improvement
Report directly to the COO on escalation trends, major incident performance, and recurring systemic issues.
Produce regular reports on escalation volume, resolution times, incident frequency impact and customer sentiment.
Identify patterns behind repeat escalations or incidents and recommend process, product or training changes.
Run regular performance /business reviews, surfacing insights and holding teams accountable for agreed actions.
Working Relationships
Works closely with Sales/Account Management, Customer Support, Technical and the Leadership team and other departments as required.
Regular direct customer contact on escalated and incident related matters.
May Lead or contribute to initiatives outside core customer experience/incident duties at the COO discretion.
What skills and experience do you require?
5+ years’ experience in customer success, service delivery, account management or incident management.
Proven ability to manage complex customer situations and high-stakes conversations.
Experience coordinating major incidents in an IT, MSP or hospitality technology environment is essential
Excellent communication, stakeholder management, problem-solving and organizational skills.
Analytical mindset with the ability to spot pattens in escalations/incident data and turn them into recommendations.
Strong technical understanding, ability to follow technical discussions, challenge constructively and translate into clear customer language.
Full clean Irish/EU driving license.
What are the company benefits?
Competitive salary
23 days annual leave
Life Assurance Scheme
Hybrid Role
Access to use of a company vehicle as required
Opportunity to gain industry recognised qualifications
Active sports and social club
Employee Assistance Programme (EAP)
Career progression
Educational Assistance programme.
