Manager, Customer Service

Get to know the role

• Job Title: Manager, Customer Service
• Job Summary: This role is a key leader and customer advocate responsible for maintaining high standards of service for external customers. They manage the Customer Service team in Dublin.
• Overall, Customer Service is responsible for creating a world-class customer experience, resolving and escalating issues as necessary, working with internal partners to drive issues to resolution, and reporting on customer sentiment. The team supports all types of customer experience, from retail sales to digital games. The Manager, Customer Service in Dublin will collaborate with the U.S. team to ensure a consistent high-quality customer experience.
• FLSA Classification (US Only): Exempt
• People Manager: Yes

What you'll do

• Manage direct reports across disciplines including mentorship, performance management, and career development responsibilities. Assist with recruiting, interviewing, onboarding, and developing future in-region staff.
• Contribute to long-term roadmap planning focused on reducing customer friction, improving self-service and automation capabilities, and increasing customer retention and lifetime value.
• Empower the team to serve as subject matter experts on products, platforms, and operational workflows, ensuring high-quality escalation management and consistent global support standards.
• Enable the Customer Service organization with the knowledge and guidance needed to consistently apply business processes, policies, and quality standards while supporting customer and organizational outcomes.
• Establish success metrics within the team and track clear service performance metrics across teams to drive customer satisfaction, operational excellence, and continuous improvement.
• Develop and implement methods to record, assess, and analyze customer feedback.

What you'll bring

• Five+ (5+) years of relevant experience, plus a minimum of one (1) year of people management experience or a demonstrated equivalent level of expertise.
• Bachelor's degree in a related field or a demonstrated equivalent level of applicable experience.
• Strong desire and demonstrated ability to lead and develop direct reports through mentorship, coaching, and growth-focused leadership.
• Ability and willingness to travel internationally as needed to the other TPCi offices three (3) to four (4) times per year.
• Required to be on the on-call schedule for emergencies.
• Familiarity with task tracking platforms and project management tools.
• Experience leading and collaborating across multiple functions, with the ability to adapt communication and leadership styles to different audiences.
• Ability to effectively manage responsibilities and communications across IE and US time zones.[i]
• Strong interpersonal and communication skills.

Base Salary Range: For this role, new hires generally start between 82,000.00 - 109,000.00 per year. The full range is 82,000.00 - 148,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate's qualifications and professional experience uniquely.

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