Escalation Handling

About this task

This defence technology company making satellite parts (51–200 employees) is looking for a manager Customer Support Manager for a monthly bundle of recurring tasks, 8–16 h a month. A calm owner for the difficult cases.

The company wants one reliable owner for a list of small jobs instead of five different people. It works in aerospace, where change control and documentation are formal.

The work is fully remote. Any location in Ireland works, with a few hours of overlap with the team's day. Evenings or weekends are fine, as long as the agreed weekly output is there.

What you deliver

• Take over 20 escalated tickets over a month, resolve them with the customer and write down what to change.
• A running log of open questions, reviewed at the start of each week
• The monthly list of items completed, each with a link to the result
• A named list of items moved to next month, so nothing is lost

What a month looks like

• Week 1: intake call and a list of what is due this month
• Weeks 2 and 3: items completed in short sessions
• Week 4: month-end summary and the list for next month

Duration: 8 weeks, with a monthly hours cap. Accepted on the company's written OK. If something is missed, you fix it in the same week at no extra charge to either side.

Tools

How you get paid

• The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
• Deftridge pays you in EUR after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
• You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
• You never chase the company. Questions about money go to Deftridge.

What happens after you say you're interested

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.

What the company sees about you

First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.

How this rate compares

The midpoint of this range, €40 an hour, is in line with the median manager Customer Support Manager rate in Ireland (€40). The shaded band is the 25th to 75th percentile of the market.

All Customer Support Manager jobs in Ireland · Customer Support Manager rates in Ireland · Operations & Assistance jobs

Questions about pay and privacy

The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.