Meet Ciara: Customer Support Lead at AlisQI

When did you leave school and what has been your career path so far?

I finished school at 18 and went to university, where I studied marketing. After graduating, the economy was tough, so my partner and I decided to move from Northern Ireland to Amsterdam. We started out working in hospitality, which gave me a strong foundation in customer service. From there, I moved into more formal customer support roles at companies like TomTom and Booking.com. Later, I joined a fast-scaling logistics startup, where I grew from account manager into team lead and middle management roles. After that, I worked in an energy solutions company before joining AlisQI, where I could focus on building and supporting a customer-focused team in a smaller, growing company.

What appealed to you about the job with AlisQI?

What appealed to me was the opportunity to work in a smaller company where I could contribute from the ground up. I wanted to be operational again, closer to customers and teams, and to help build something rather than just manage from a distance. I was also drawn to the openness of conversations at AlisQI and the way people are encouraged to challenge ideas in a constructive way.

How long have you been with the company?

I joined AlisQI in July 2024, so it’s been about a year and a half.

What attracted you to the role?

The role attracted me because it allowed me to be a team lead in customer support while still being hands-on. I enjoy leading by example, working closely with my team, and staying connected to day-to-day customer interactions. I was also excited to gain experience in a SaaS company, which I hadn’t worked in before.

What skills do you think are vital to your job?

Attitude is more important than anything. You need to genuinely care about serving customers and be willing to learn. Strong communication skills are essential, especially being able to explain technical issues clearly. Organisation, prioritisation, resilience, and the ability to translate customer needs into internal actions are also vital.

What type of person suits your job best?

Someone with a positive mindset and strong resilience. Customer support involves handling escalations, urgency, and situations you can’t always control. You need to be comfortable with that, able to stay calm, and not afraid of getting things wrong while learning.

How do your days/ weeks vary?

Every day is different. I deal with a wide range of customer topics, jump into meetings, update knowledge base articles, work with product teams, manage customer accounts, and coach team members. The variety comes naturally, and there’s always the flexibility to shift focus when priorities change.

Do you still undergo training or train others?

Learning never stops in SaaS, especially at AlisQI because of how flexible the product is. My focus has shifted from only learning the product myself to making sure my team is enabled to learn, adapt, and support customers independently.

AlisQI likes team players, do you feel part of a team?

Yes, absolutely. I felt the team spirit even before I officially started, when I joined a company get-together right before my official start . While the remote setup took some adjustment, people are very open, welcoming, and willing to help, which makes it easy to feel part of the team.

How does the company differ from others that you have worked for?

AlisQI feels like a very mature organisation. Teams work together rather than in silos, and departments are aligned around the same goals. There’s less internal competition and more focus on collective success, which is something I hadn’t experienced to this extent before.

What aspects of your job do you find particularly rewarding?

Serving people is what gives me the most satisfaction — whether that’s customers, colleagues, or my own team. Helping, coaching, listening, and making sure people feel supported and successful is what I enjoy most about my job.

What has surprised you about this job?

I’ve been surprised by how much we learn from our customers. Many of them are extremely knowledgeable and use AlisQI in ways that inspire new ideas and best practices. It feels like a two-way learning relationship.

What do you look forward to most each day when you begin work?

I look forward to solving things and closing them properly. Providing real value to customers and seeing positive feedback — not just ticking boxes — is what motivates me most.