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
09.2021 - 08.2022
- Verified client identities and documentation in compliance with KYC/AML regulations.
Product Support Specialist
Sprout Social, Inc
Dublin
01.2019 - 05.2021
- 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
01.2018 - 07.2018
- 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
09.2015 - 01.2018
- 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
09.2013 - 08.2015
- Audited and corrected map data for accuracy across UK and Ireland regions.
Receptionist / On-site Manager
A*Star Hostel Group
Dublin
04.2011 - 08.2013
- 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 05.2025 -
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
05.2025 -
KYC Verification Specialist
Kraken
09.2021 - 08.2022
Product Support Specialist
Sprout Social, Inc
01.2019 - 05.2021
Support Analyst – Global Product Support
Indeed.com
01.2018 - 07.2018
Client Support Specialist – EMEA
Indeed.com
09.2015 - 01.2018
Local Data Operator – UK/IE
Google Maps
09.2013 - 08.2015
Receptionist / On-site Manager
A*Star Hostel Group
04.2011 - 08.2013
Bachelor of Arts - Contemporary Culture and Society
Dublin City University
/2009 - /2013
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