About SoftCo:

SoftCo is an AI-native Procure-to-Pay (P2P) and Accounts Payable (AP) automation company built for complex organisations. In a market full of rigid templates and “plug-and-play” promises, our approach is different. We tailor automation around the organisation, not the organisation around the software.

For over 35 years, we’ve helped finance teams move from reactive, manual processes to controlled, scalable and strategic P2P operations. Our AI-native platform strengthens accuracy, visibility and insight, but it’s our delivery expertise that ensures it works in the real world.

Our success at a glance:

1M+ users worldwide
Trusted by organisations including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government
Global reach with offices in the US, Finland, UK, Kosovo and Ireland
A reputation for owning where precision engineering meets long-term partnership

Join us as a Customer Support Specialist and help shape the future of intelligent finance operations.

Customer Support Specialist - Your role:

As a Customer Support Specialist you will be the first point of contact for our customers, providing professional and empathetic support for issues and inquiries related to our AP automation software. You will handle ticket triage, issue troubleshooting & resolution, and escalate complex cases when necessary. Additionally, you will contribute to building and maintaining self-serve resources like knowledge articles, FAQs, and tutorials to empower customers to find answers independently.

Your responsibilities:

Customer Support

Provide first-line support to customers via email, chat, or phone, ensuring prompt and effective resolution of issues.
Triage incoming support tickets, categorizing and prioritizing issues accurately for resolution or escalation.
Diagnose and troubleshoot basic technical issues, providing appropriate solutions or escalating to Tier 2 when necessary.
Collaborate with Tier 2 Support, Customer Success, and Product teams to address complex technical problems.
Deliver a friendly, customer-centric experience while maintaining professionalism and empathy in all interactions.
Maintain ticket ownership through to resolution within SLA targets
Flexible to work in shifts, including US hours, to support business needs across different time zones.

Knowledge Base & Self-Serve Content

Suggest customer-facing knowledge articles, FAQs, and guides to improve self-service capabilities.
Work closely with Product and Learning Content teams to ensure documentation reflects the latest product updates and features.

Continuous Improvement

Identify recurring issues and propose solutions to reduce support ticket volumes.
Contribute feedback to the Product team on customer pain points and feature requests.
Assist in training new support agents by sharing best practices and onboarding materials.

General

Adhere to company policies and ensures compliance with standards set by the Employer.
Completes other duties as assigned by the Employer.

Your profile:

2+ years of experience in a customer service or support role, ideally in a SaaS or technical environment.
Proficiency in using ticketing systems (e.g. Freshdesk, Zendesk, or similar platforms).
Strong written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
Experience in creating knowledge articles or similar content is highly desirable.
Proven problem-solving and troubleshooting skills with a customer-first mindset.
Ability to adapt communication style to effectively engage with diverse customers and cultures in a global company environment.

Core Competencies

Ability to handle multiple tickets and prioritize tasks effectively in a fast-paced environment.
Team-oriented with strong collaboration skills.
Basic Windows Server and log file troubleshooting knowledge/experience.
Experience reviewing and troubleshooting XML files
Proactive attitude towards identifying and solving customer problems.

Strong organizational skills with the ability to manage multiple projects simultaneously while ensuring no details are missed.
Collaborative mindset to work effectively with cross-functional teams.

Nice to Have

Experience supporting AP automation or financial software solutions.
Knowledge of ITIL practices or certifications in customer support tools.
Familiarity with customer self-service tools and content platforms like Zendesk Guide or HelpDocs.
Experience with SQL an advantage.

What We Offer:

Competitive remuneration and performance-based bonus
Company-paid health insurance, pension and life assurance
Hybrid Working Model (2 days per week in office following onboarding period)
On-site gym with company-funded fitness classes (Dublin office)
Long service incentive awards and employee referral programme
Structured learning and development investment

Our structure gives you real ownership and direct exposure to senior leadership. Progression is based on capability, not hierarchy.

Our Culture:

Our culture is built on the values that shape how we work together and how we deliver for our customers.

Initiative, accountability, and collaboration are central to how we operate. Our teams work across disciplines and locations to solve complex problems and deliver meaningful outcomes.

We encourage clear thinking, ownership and continuous learning. Expertise is respected and people are trusted to take responsibility for the work they lead.

Different perspectives strengthen our teams and improve the systems we build. We are committed to creating an inclusive environment where everyone can contribute and grow.

SoftCo is proud to be an equal opportunities employer and welcomes applications from all backgrounds. Learn more at softco.com/about-us.