COMPANY: Navi Group
ROLE: Customer Service Excellence Manager
LOCATION: Hybrid (Dublin, Ireland)
EXPERIENCE: Managing customer service/product support teams in a technical/SaaS environment

Navi Group is transforming the community pharmacy sector across Ireland — empowering over 100 branded pharmacies and 600+ pharmacy customers with innovative, market‑leading systems that make pharmacy operations simpler, smoother, and more connected. As we continue to scale rapidly, we’re building a leading customer experience engine that sets the benchmark for service quality in digital healthcare solutions.

We’re now seeking a Customer Service Excellence Manager who will own and elevate the entire customer support operation across multiple SaaS products. If you’re energised by delivering exceptional customer outcomes, developing high‑performing teams, and using data and technology to build an efficient, scalable support model — this role is your opportunity to lead a mission‑critical function in one of Ireland’s most influential pharmacy groups.

What You’ll Do
As our Customer Service Excellence Manager, you will:

• Lead and empower a multi‑product, multi‑channel support team across 1st and 2nd line operations
• Build a customer‑centric culture that drives satisfaction, retention, and long‑term loyalty
• Implement consistent service standards, quality assurance, SLAs, and first‑contact‑resolution practices
• Digitise and optimise support operations through smarter tooling, automation, and knowledge‑centred service
• Translate data into action — spotting trends, preventing future issues, and influencing product improvements
• Partner closely with Product, Deployment/Onboarding, and field‑based business relationship teams
• Develop, coach, and grow an energised support team capable of scaling with our technology and customer base

This role is central to our success — you will run the “nerve centre” of customer experience at Navi.

Who You Are
You are a dynamic people manager who thrives in a fast‑moving SaaS environment and brings:

• Experience managing technical or product support teams (6–10 agents ideal)
• A proven track record lifting CSAT, NPS, retention, or operational performance metrics
• Strong operational thinking with a passion for designing simple, scalable systems
• Data fluency — able to interpret metrics, run reviews, and influence decisions
• Excellent communication and stakeholder‑management skills
• A growth mindset and a “makes‑it‑happen” attitude
• Above all, you’re energised by leading people, improving systems, and making customers feel genuinely supported.

APPLY HERE TODAY: https://thenavigroup.peoplehr.net/Pages/JobBoard/Opening.aspx?v=1043e177-c3d9-450f-8b95-0a03768a5356

Closing Date: 31.03.2026