Customer Success Executive

About PropertyPal

PropertyPal is Northern Ireland's leading property portal — trusted by thousands of people searching for their next home and by estate agents and developers to power and grow their businesses.

We are a forward-thinking tech and media company built on strong values, long-term relationships and a genuine passion for making the home-moving journey easier, smarter and more enjoyable for everyone. Our success is built on great people, strong partnerships and a relentless focus on customer experience.

Role Overview

The Customer Success Executive is a high impact role on PropertyPal's Customer Success team, working alongside our Partnerships team to build strong, lasting relationships with estate agents and property professionals across Northern Ireland.

You’ll be joining a highly driven, high-performing team who are plugged in to what’s happening across the business and with our estate agents and new home developments. It’s a fast-moving environment where there are many things happening at once, so being organised, responsive and proactive is essential to thrive and contribute at the level the team operates.

You'll split your time between day-to-day customer support and proactive outreach — checking in with customers, gathering feedback, and helping them get the most from our platform. This is a genuine growth role: you'll build real depth in our product and our customers, with a clear path to take on more responsibility as you develop.

Core Responsibilities

• Customer Support

• Act as a first point of contact for customer queries via phone, email, chat and our ticketing system, delivering clear, professional and empathetic support.

• Resolve account, listing and general platform queries.

• Take ownership of a query as your default response — see it through to resolution rather than just passing it on.

2. Proactive Customer Engagement

• Make regular courtesy calls and check-ins with customers, gathering feedback and identifying ways to improve their experience.

• Contribute directly to our Net Promoter Score (NPS) goals — every conversation is a chance to understand how a customer feels and act on it.

• Flag at-risk or unhappy customers early, and help identify opportunities to improve retention.

3. Product Knowledge & Collaboration

• Build strong working knowledge of the PropertyPal platform, so you can confidently answer customer questions and support onboarding.

• Feed customer feedback and recurring themes back to the wider Customer Success and Product teams.

• Support with training materials, FAQs and customer communication as new features are released.

• Prepare account summaries and talking points for the Sales & Accounts team ahead of customer meetings, drawing on your own conversations, feedback and account knowledge.

• Share relevant customer feedback and usage themes that help keep sales conversations grounded in what's actually happening with the customer.

• Commercially aware – you understand how your work contributes to team objectives and key results and the bigger picture of our business success.

4. Culture & Behaviour Standards

• Bringing genuine positive energy and a customer-centric mindset to every interaction.

• Staying composed and solutions-focused, especially in difficult or high-pressure moments.

• Being a consistent, positive advocate for customers in every conversation, internal and external.

Requirements

What We're Looking For

• A genuinely positive, proactive attitude - someone who brings energy to their work and to the people around them.

• A natural relationship-builder, confident on the phone and comfortable getting to know customers over time.

• Curious and eager to learn - happy to dig into a product in depth rather than working from a script.

• A solutions-first approach: you look for the fix, not just the reason something can't be done.

• Comfortable working as part of a small, close-knit team.

What skills and experience you’ll need

• Minimum of 2-3 years’ experience in a customer-facing role, ideally within an online or technical support environment, with a focus on relationship management and customer success.

• Proficiency with technology and customer support tools such as and Freshdesk and the initiative to continuously look for ways to simplify how we work.

• Ability to manage customer queries across multiple channels (chat, email, phone), taking full ownership and demonstrating a strong sense of urgency and proactive follow-up throughout.

• Ability to explain platform issues clearly to customers, and to log customer issues precisely for your colleagues in our Product and Tech departments.

• Strong collaboration skills, partnering with sales, product and marketing teams across the business to resolve issues efficiently

• Strong team player who collaborates effectively while also being able to work independently and take initiative.

• High attention to detail with the ability to spot patterns in customer behaviour and drive continuous improvements, sharing insights with the wider team

• Ability to handle multiple demands while maintaining a high standard of quality and service in a fast-paced and agile environment.

• Customer and team orientated, you’re motivated to engage with customers and colleagues to ensure their success, and resolve any issues efficiently.

Why You'll Love Working With Us

We believe people do their best work when they feel supported, trusted and valued. At PropertyPal, you'll enjoy:

• Flexible, hybrid working to suit your lifestyle

• Generous leave: 25 days annual leave, 11 bank holidays, plus extra days for years of service, your birthday and moving house

• Comprehensive benefits including private healthcare (including family), pension and free parking

• Ongoing training, development and industry networking opportunities

• Modern equipment and tools to help you succeed

• An inclusive, supportive culture where ideas are welcomed and success is celebrated

Career Development & Progression

This role is designed as part of a genuine growth path. You'll work closely with our Customer Success Manager, building the relationship, data and product skills to take on more of your own portfolio over time — and in time, more responsibility for outcomes like NPS and customer retention. We're genuinely invested in helping you grow as the team grows.

We are an equal opportunities employer and we welcome applications from all suitably qualified persons.