Customer Success Specialist

Company Description Tap Retail is an Irish technology company focused on digitally enabling local independent retailers and leveling the playing field in a digital-first world. Backed by Enterprise Ireland and guided by a team with strong experience in retail, e-commerce, and logistics, the company delivers an end-to-end digital commerce platform designed for towns and villages. Its flagship solution, the Digital Retail Village (DRV), helps local retailers create a shared online presence, streamline last-mile delivery, and reach new customers through collective digital marketing. Tap Retail’s work is recognized for promoting collaboration among retailers, strengthening town center activity, and generating measurable community and economic benefits.

Role Description This full-time, on-site Customer Success Specialist role is based in Sandyford. The Customer Success Specialist will support local independent retailers using Tap Retail’s platforms, ensuring they can effectively onboard, configure, and operate the Digital Retail Village solution. Day-to-day responsibilities include providing responsive customer support, guiding retailers through best practices, analyzing usage data to identify opportunities for improvement, and helping resolve issues that impact performance or satisfaction. The role will also involve collaborating with product and operations teams to relay customer feedback, documenting processes and FAQs, and contributing to training materials and workshops for retailer partners.

Qualifications

• Strong customer-facing skills, including Customer Service and Customer Support, with a focus on building trust and long-term relationships.
• Demonstrated commitment to Customer Satisfaction, with experience proactively identifying and addressing customer needs.
• Effective Communication skills, both written and verbal, with the ability to explain technical concepts in clear, accessible language.
• Analytical Skills to interpret customer data, track performance metrics, and recommend practical improvements.
• Experience in SaaS, retail, or e-commerce environments is an advantage.
• Comfort working in a fast-paced, collaborative startup setting and managing multiple priorities.
• Proficiency with CRM or customer support tools and standard office productivity software.
• Relevant third-level qualification in business, communications, technology, or a related field is beneficial.