Seeking full-time, fully remote Ireland-eligible customer support/CX leadership, service delivery or ecommerce operations. Prefer Monday–Friday, Ireland-compatible hours, no regular weekends or cold sales. Target €50k+ guaranteed base, benefits and progression. Occasional travel considered; Dublin hybrid only around €70k and at most two office days weekly, subject to travel costs and time.
Looking for a job
Kilian Kühl
@kiliankhl
Customer operations leader; former Shopify team lead. Led four global teams in succession, with >95% team CSAT and 21 colleague career progressions.
IrelandWhat I'm looking for
At Shopify, I progressed from Customer Support Advisor (October 2016–August 2017) to Global Customer Support Team Lead (September 2017–November 2021). I led four internationally distributed support teams in succession, typically 10–14 colleagues each, consistently maintaining team customer satisfaction above 95%. My personal CSAT as an Advisor also exceeded 95%.
During 2017–2021, I coached and developed 21 colleagues into formal promotions, specialist and leadership roles, and goal-aligned lateral career moves. Some progressed to leadership positions above my own level. My work covered performance coaching, onboarding, capacity, complex merchant escalations and process improvement, using Zendesk, Shopify internal support tools, performance dashboards and QA systems.
At Fishwicks Printing, I grew branch sales turnover by 150% against the equivalent prior-year period and improved profit margin by nearly 90% relative to the prior-year margin. I introduced overlapping shifts providing 15-hour daily production coverage, reduced material waste by an estimated 30–35%, and cross-trained staff across production stations.
At Donohoe Tiles & Bathrooms, I coordinate showroom operations, customer consultations, quotations, supplier relationships and after-sales follow-through. I also co-founded Rugby IQ Academy Ltd. and lead design, branding and Shopify/web projects at PentaGrafik Ltd.; these are concurrent business ventures alongside my employment.
Experience
Work history, roles, and key accomplishments
DB
Current
Shop Manager — Sales, Operations & Customer Experience
Donohoe Tiles & Bathrooms
Apr 2026 - Present (6 months)
Coordinate showroom operations, customer consultations, quotations, supplier communications, and after-sales resolution. Developed structured quotation and order-status workflows to improve clarity and follow-up.
RL
Current
Co-Founder, Director & Coach
Rugby IQ Academy Ltd.
Jan 2025 - Present (1 year 9 months)
Co-founded and manage a youth rugby development business, including training programmes, venues, coaches, pricing, registrations, budgets, and customer communication. Coordinate Shopify storefront and booking workflows.
PL
Current
Creative Director
PentaGrafik Ltd.
Nov 2023 - Present (2 years 11 months)
Lead small-business creative projects, client discovery, branding, Shopify/web work, schedules, and external suppliers. Translate requirements into defined scopes and consistent brand experiences.
Investigated complex account and customer concerns, applying policy and maintaining accurate case records. Coordinated sensitive escalations and reported approximately 95% SLA resolution performance.
VI
R&D Process Operator
VistaMed
Oct 2022 - Apr 2023 (6 months)
Supported controlled medical-device prototype manufacture, R&D process validation, traceable documentation, and quality processes.
Led four global support teams in succession, typically 10–14 colleagues each, consistently maintaining >95% team CSAT. Coached 21 colleagues into formal promotions, specialist/leadership roles and goal-aligned lateral moves during 2017–2021. Managed performance, capacity, onboarding and complex escalations using Zendesk, Shopify support tools, dashboards and QA systems.
Supported merchants by phone, chat and email on Shopify platform operations, billing and business queries. Achieved personal customer satisfaction above 95%. Progressed from advisor to global team leadership within approximately one year.
DP
Graphic Designer
DPS Print
Jan 2010 - Dec 2016 (6 years 11 months)
Worked as a graphic designer in a print environment.
SP
Graphic Designer / Owner
Sligo Design & Print
Jun 2008 - Sep 2009 (1 year 3 months)
Ran a design and print business, handling graphic design and production.
FL
Outdoor Department / Branch Manager
Fishwicks Printing (Pty) Ltd
Aug 2003 - Dec 2004 (1 year 4 months)
Oversaw commercial performance, production planning, team capability, and customer delivery. Increased branch sales turnover by 150% and improved profit margin by nearly 90%.
QL
Head Designer / Print Manager
Quickcut (Pty) Ltd
Jun 2000 - Aug 2003 (3 years 2 months)
Returned as Head Designer / Print Manager, coordinating print production, quality, workflow, and team delivery.
BL
Head Designer / Owner
Big House Repro (Pty) Ltd
Jan 1999 - Dec 2000 (1 year 11 months)
Consecutive design and reprographics venture, serving as Head Designer and Owner.
BC
Head Designer / Owner
Big "K" Designs and Signage CC
Jan 1999 - Dec 2000 (1 year 11 months)
Founded and subsequently sold a signage business, serving as Head Designer and Owner.
QL
DTP Operations Manager
Quickcut (Pty) Ltd
Jun 1996 - Mar 1999 (2 years 9 months)
Progressed from DTP Operator to DTP Operations Manager, coordinating print production, quality, workflow, and team delivery.
Education
Degrees, certifications, and relevant coursework
TA
The Design School of Southern Africa
Diploma in Graphic Design, Graphic Design
1995 - 1997
Completed a Diploma in Graphic Design, covering design principles and practical skills.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IrelandAuthorized to work in
Salary expectations
50k+ EUR
Social media
Job categories
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