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.