Gareth Roe
Dublin,Ireland
Summary
Accomplished professional with expertise in customer experience management, technical support, and onboarding and training. Demonstrates strong team mentoring and coaching abilities, alongside effective conflict resolution strategies. Proven track record in client retention through proactive initiative and cross-functional collaboration. Proficient in Zendesk, Salesforce, Slack, Intercom, and Jira project management. Career goal includes leveraging self-management skills to drive organisational success.
Overview
11
11
years of professional experience
Work history
KYC Verification Specialist
Kraken
Remote
2021.09 - 2022.08
- Verified client identities and documentation in compliance with KYC/AML regulations.
Product Support Specialist
Sprout Social, Inc
Dublin
2019.01 - 2021.05
- Delivered real-time technical support via chat, phone, and social platforms to B2B SaaS clients.
- Mentored and trained new hires across Dublin and US offices.
- Collaborated with Sales and Success teams to close deals and optimise campaign setup.
Support Analyst – Global Product Support
Indeed.com
Dublin
2018.01 - 2018.07
- Acted as a liaison between Client Support and Product/Engineering for emerging tools.
- Identified and escalated technical bugs, contributing to reduced client churn.
Client Support Specialist – EMEA
Indeed.com
Dublin
2015.09 - 2018.01
- Provided tier-2 technical support to mid-market clients, consistently exceeding KPIs.
- Managed multiple support channels, maintaining a 95%+ satisfaction rate.
- Supported clients in resolving campaign issues, improving retention and spend.
Local Data Operator – UK/IE
Google Maps
Dublin
2013.09 - 2015.08
- Audited and corrected map data for accuracy across UK and Ireland regions.
Receptionist / On-site Manager
A*Star Hostel Group
Dublin
2011.04 - 2013.08
- Managed reception, bookings, daily cash-ups, and staff training.
Education
Bachelor of Arts - Contemporary Culture and Society
Dublin City University
/2009 - /2013
Level 5 - Teaching English as a Foreign Language
TEFL
Dublin 2025.05 -
Skills
- Customer experience management
- Technical support
- Onboarding and training
- Team mentoring and coaching
- Conflict resolution strategies
- Client retention
- Cross-functional collaboration
- Self-management skills
- Proactive initiative
- Zendesk and Salesforce proficiency
- Slack and Intercom usage
- Jira project management
Affiliations
- Literature Creative writing Basketball Puzzles Cinema
Timeline
Level 5 - Teaching English as a Foreign Language
TEFL
2025.05 -
KYC Verification Specialist
Kraken
2021.09 - 2022.08
Product Support Specialist
Sprout Social, Inc
2019.01 - 2021.05
Support Analyst – Global Product Support
Indeed.com
2018.01 - 2018.07
Client Support Specialist – EMEA
Indeed.com
2015.09 - 2018.01
Local Data Operator – UK/IE
Google Maps
2013.09 - 2015.08
Receptionist / On-site Manager
A*Star Hostel Group
2011.04 - 2013.08
Bachelor of Arts - Contemporary Culture and Society
Dublin City University
/2009 - /2013