Summary
Overview
Work History
Education
Skills
Websites
Languages
Certification
Volunteering
Personal Information
Work Preference
Timeline
Hi, I’m

Nina Gorman

Dublin
Nina Gorman

Summary

Passionate about leveraging technology and innovation to enhance operational efficiency, elevate customer experiences, and support organizational growth.

Skilled at collaborating with cross-functional teams to integrate customer feedback into projects, ensuring insights drive impactful solutions and meaningful results.

Demonstrated expertise in cultivating strong relationships, implementing strategic enhancements, and driving engagement within sporting communities and among athletes.

Postgraduate student in Sports Analytics, Technology & Innovation at TU Dublin. I plan to further advance my studies by pursuing a Master's degree in the field.

Overview

16
years of professional experience

Work History

Rippling

Senior Product Support Specialist
11.2024 - Current

Job overview

  • Global Product Support
  • Tool presentations to educate new customers on product functionalities and best practices.
  • Created knowledge base articles, FAQs, and interactive help content to support new customers and reduce support ticket volume.
  • Trained AI-Chat bot and QA of response output
  • Collaborated closely with Product, Engineering, and Sales teams to communicate customer feedback and roadblocks, driving feature enhancements and product improvements to maximize customer value and satisfaction.

Triathlon Ireland

Operations Team Lead & Team Ireland AG Manager
11.2023 - 09.2024

Job overview


  • Operations Team Lead - Membership, Customer Service & Events Team (maternity cover)
  • Management of the International Age-Group athletes program
  • Cork City Triathlon event management
  • World Triathlon event support (Portugal, Netherlands, Germany, Switzerland)
  • Olympic Games Paris support
  • Digital Transformation project - data analytics dashboard implementation & membership data security
  • Customer Service process improvements (AI Chatbot, Help Center creation, Club Hub, AG Team resources)
  • Strategic support to the CEO and Board of directors (Travel & meeting organization, minutes taking, funding applications, AGM management)
  • Budget management
  • Vendor relationships, spend management & invoicing
  • Insurance & governance management
  • Staff training & mentoring
  • Athlete, Technical Officials, Event organiser & Volunteer workshops (Online & In-person)
  • Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
  • Created comprehensive training materials
  • Generated reports detailing past, present & future membership trends and recommendations.

HubSpot

Customer Support Specialist DACH
01.2023 - 12.2023

Job overview

  • Product support & onboarding DACH & UK/IRL region
  • Managed a high volume of inbound chats, emails and calls while maintaining excellent quality standards and adhering to established procedures.
  • Created customized tool demonstrations tailored to address each customer's unique needs and requirements.
  • Marketing automations
  • Workflow & Sales Funnel creation
  • Analyzed customer feedback data to identify areas for improvement and shared findings with Product & Customer Success and Partners.
  • Troubleshooting of platform, App and API bugs/issues
  • Conducted regular training sessions for new team members, promoting best practices.
  • Close collaboration with Product, Engineering, Sales, Marketing, and Partner clients.

Uberall

Technical Success Manager
02.2022 - 12.2022

Job overview

  • Technical Account Management for large Enterprise & Partner clients
  • Onboarding & platform presentations
  • Data management & analysis
  • Implemented feedback loops to continuously improve the onboarding process based on customer insights.
  • Troubleshooting and problem solving of platform, App & API issues
  • Close collaboration with Marketing, Product & Engineering, Sales
  • Achieved all retention and product satisfaction KPI's
  • Developed automated onboarding sequences, including email campaigns, in-app guides, and video tutorials, to improve customer self-sufficiency.

Athletic Brewing Co.

Customer Success Specialist
08.2020 - 02.2022

Job overview

  • Customer Experience
  • Event Management (World Triathlon, Ironman EMEA, US & Canada races, Cycling, Open water & Community events)
  • Vendor & agency partnership management
  • Budget management
  • Invoicing, expense management and reporting
  • EU Business Development - supporting GTM (Germany, Spain, UK & Ireland)
  • Customer feedback reporting + analysis
  • Marketing & Sales support
  • Sponsorship & Partnership management
  • Social Media campaign support (IG, FB, TikTok, Youtube, Google & FB Ad's)
  • Ambassador & Influencer program management

Fitbit EMEA

Senior Service Delivery Manager
08.2016 - 05.2020

Job overview

  • Supported Fitbit customers in DACH, Benelux, Nordics, UK/IE region
  • Designed and implemented a structured corporate onboarding playbook to streamline the customer journey and ensure a seamless transition to the platform.
  • Developed step-by-step training guides, video tutorials, and best practices to help customers maximize product adoption.
  • Beta testing & QA of new devices and features
  • Conducted personalized onboarding sessions
  • Events and conference support (IFA Berlin, CES, FIBO, ISPO Munich, DublinTech)
  • Community events management
  • Reporting and data analysis of CSAT surveys, customer feedback, product satisfaction, retention & feature suggestions
  • Subject Matter Expert - troubleshooting of App, device & website issues and escalated support cases
  • Global cross-functional teamwork with Marketing, Sales, Partner agencies, Product & Engineering Teams
  • Project management of EMEA 'Voice Of the Customer' program, CS Workflow improvements, creation of new EMEA-CS Team and Fitbit's Customer Outreach program
  • Part of cross-functional and global project, successful creation & implementation of Fitbit's Nordic & Benelux CS Team
  • Managed all project stages including IT infrastructure implementation, hiring, product & process training, quality, localizations, forecasting, SL/CSAT reporting and workflow improvements

Airbnb

Senior Customer Experience Specialist
01.2014 - 07.2016

Job overview

  • VIP, Influencer & Community Team
  • Executive support
  • Social Media management (CEO & leadership accounts)
  • Germany, Austria & Switzerland Marketing agency event support
  • Close collaboration with DACH Marketing & Sales Teams - growing DACH's guest & host community
  • Part of Airbnb's Weltentdecker tour (2 months brand activation events in 20+ German, Austrian and Swiss cities) - increasing awareness & trust and growing Airbnb's community.
  • Airbnb @ Munich Oktoberfest - event project management, 4 weeks onsite community support.
  • Airbnb Summer in Berlin - event planning & onsite support
  • Part of global cross functional project 'Belong Anywhere'
  • Reporting & analytics of CSAT surveys, feedback, retention & engagement trends
  • Process creation & improvements, knowledge base creation and administration

The Westin Grand Hotel Berlin

Customer Relations Manager
03.2012 - 03.2013

Job overview

  • Corporate & VIP Services
  • Customer engagement - improved corporate guest return rate
  • Social Media management & Digital Marketing
  • Business Development - established new corporate client relationships
  • Contract negotiations
  • Reporting & analysis of booking trends, CSAT, feedback & Digital Marketing campaign results
  • Training, mentoring & coaching of 10 Team members
  • Translations & internal Hotel communications management

Hostelworld Group

Account & Sales Executive
03.2009 - 03.2012

Job overview


  • KAM for large group chains in Germany, Austria, Switzerland and Croatia
  • Event support & management - trade fairs, exhibitions & conferences
  • Client onboarding - engaging clients by explaining tool features, reporting tools and personalized features
  • Meeting and exceeding sign-up, retention & revenue targets, upselling of promoted property subscriptions
  • Noticing disengagement trends by analyzing daily bed allocation % and proactively contacting properties
  • Troubleshooting of website & internal system bugs
  • Close collaboration with Product, Engineering & Marketing Teams

Education

Technology University Dublin

Postgraduate Diploma from Sports Analytics, Technology & Innovation

University Overview

IBAT College Dublin

Diploma from Sport and Exercise Psychology

University Overview

Dublin Business School

Advanced Diploma from Project Management

University Overview

UCD Sport And Fitness

Diploma from Personal Trainer & Fitness Instructor

University Overview

National College of Ireland

Bachelor of Science from Business Management

University Overview

Friedrich Von Bodelschwingh-Klinik Bethel

Bachelor of Science in Nursing

University Overview

Skills

  • Data Analytics
  • Stakeholder management
  • Project & Event management
  • Team collaboration
  • Social Media management
  • Problem-solving
  • Attention to detail
  • Budget management
  • Product support
  • Customer engagement

Languages

German
Native language
English
Proficient
C2
Spanish
Upper intermediate
B2
French
Intermediate
B1

Certification

  • Power BI & Tableau
  • Web Development Foundations
  • Digital Transformation Project Management
  • Design Thinking
  • Google Analytics Individual Qualification (IQ) - Google.

  • HubSpot Content Marketing Certification - HubSpot Academy.

  • Project Management Professional (PMP) – Project Management Institute.

Volunteering

Volunteering
  • UEFA volunteer – Supporting matchday operations, ticketing and fan engagement.
  • Cork City Triathlon Event Team – Event organization, logistics, registration and volunteer coordination.
  • Nirvana Europe Travel– Triathlon camp organization in Spain, France, Portugal - hotel & travel management and provided coaching assistance.
  • Two for the Trails (Athletic Brewing Co.) – Led outdoor events and community engagement programs.
  • Ironman events volunteer – Assisted with athlete support, logistics, and event coordination at multiple Ironman races.
  • World Para Swimming European Championships– Athletes Services and Kit Carrier
  • St Vincent GAA club - Training and match support for girls U8 and mini leagues.

Personal Information

Personal Information
Title: SportsTech|Customer Experience|Product|Events

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Work-life balanceFlexible work hoursCompany CulturePersonal development programsCareer advancement

Timeline

Senior Product Support Specialist
Rippling
11.2024 - Current
Operations Team Lead & Team Ireland AG Manager
Triathlon Ireland
11.2023 - 09.2024
Customer Support Specialist DACH
HubSpot
01.2023 - 12.2023
Technical Success Manager
Uberall
02.2022 - 12.2022
Customer Success Specialist
Athletic Brewing Co.
08.2020 - 02.2022
Senior Service Delivery Manager
Fitbit EMEA
08.2016 - 05.2020
Senior Customer Experience Specialist
Airbnb
01.2014 - 07.2016
Customer Relations Manager
The Westin Grand Hotel Berlin
03.2012 - 03.2013
Account & Sales Executive
Hostelworld Group
03.2009 - 03.2012
Technology University Dublin
Postgraduate Diploma from Sports Analytics, Technology & Innovation
IBAT College Dublin
Diploma from Sport and Exercise Psychology
Dublin Business School
Advanced Diploma from Project Management
UCD Sport And Fitness
Diploma from Personal Trainer & Fitness Instructor
National College of Ireland
Bachelor of Science from Business Management
Friedrich Von Bodelschwingh-Klinik Bethel
Bachelor of Science in Nursing
Nina Gorman