Cork, Ireland · Open to Opportunities

Gearóid O'Callaghan

Customer Success Learning & Development eCommerce Shopify BigCommerce

I help merchants succeed, teams learn, and organisations build the knowledge they need to grow. A bridge between technical depth and human connection — across eCommerce platforms, SaaS support, and high-stakes L&D environments.

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Results at a glance

95%+
CSAT score — sustained across full tenures at Shopify & BigCommerce
90%+
Training satisfaction score as L&D Facilitator at Shopify
40%
Reduction in feedback iteration time — process redesign at Shopify L&D
300+
Employees onboarded, including C-suite new hires at Shopify
contact@gearoidocallaghan.com
01
Career History

Work Experience

BigCommerce
Sept 2024
– Present
eCommerce SaaS
Tier 2 Technical Support Specialist
Tier 2 · March 2025 – Present
  • Handle the most complex escalated merchant cases, diagnosing platform-level issues through deep product knowledge and cross-functional collaboration with engineering.
  • Investigate, document, and formally report software bugs — contributing directly to product improvement cycles.
  • Mentor and knowledge resource for Tier 1 agents: running platform walkthroughs, sharing troubleshooting methodology, and maintaining quality standards across the team.
Technical Support Specialist · Sept 2024 – March 2025
  • Delivered 24/7 multi-channel support across phone, email, and simultaneous live chats — handling 80–150 tickets per week while maintaining 95%+ CSAT.
  • Ran product demos for prospective and existing merchants, clearly communicating platform capabilities and positioning.
  • Resolved complex issues spanning platform architecture, payments, DNS, integrations, and web technologies.
95%+ CSAT 150 tickets/week 3 simultaneous channels Product demos
Eli Lilly
Sept 2023
– Sept 2024
Pharmaceutical
Technical Training Coordinator
  • Designed and maintained training materials and learning plans aligned to SOPs and regulatory standards — in collaboration with subject matter experts and management.
  • Administered the Learning Management System end-to-end: generating compliance reports, assigning learning plans, scheduling courses, and troubleshooting stakeholder issues.
  • Supported regulatory inspections with rigorous documentation and a proactive approach to continuous improvement.
LMS Administration Regulatory Compliance SOP Development
Shopify International
March 2021
– June 2023
eCommerce SaaS
Facilitator — Learning & Development
L&D Facilitator · June 2022 – June 2023
  • Designed and delivered training programmes across multiple departments — onboarding 300+ employees including C-suite new hires, achieving 90%+ satisfaction scores.
  • Redesigned the designer–facilitator feedback loop, achieving a 40% reduction in iteration turnaround time through structural process change.
  • Delivered platform demos and product walkthroughs for both employee onboarding and merchant-facing sessions.
  • Conducted needs assessments and built targeted training content: presentations, workshops, and e-learning modules.
  • Collaborated with SMEs and stakeholders to keep all content aligned with evolving business and product objectives.
Support Advisor · March 2021 – June 2022
  • Delivered technical support via email, live chat, and phone — maintaining 95%+ CSAT with deep Shopify platform knowledge.
  • Mentored new hires and acted as an internal knowledge resource, sharing process improvement insights across the support team.
300+ onboarded 90%+ training satisfaction 40% faster iterations 95%+ CSAT Product demos
Telus International
May 2019
– March 2021
Customer Support
Billing Specialist — MyHeritage Support
  • Specialised in billing-related queries and escalations, consistently surpassing KPIs across productivity, quality, and customer satisfaction.
  • Held additional responsibilities including team communications and knowledge base updates.
02
Platform Knowledge

eCommerce Expertise

Years of hands-on experience across two of the world's leading eCommerce platforms — from merchant-facing support and demos to internal training and escalation handling.

Shopify / Plus

Shopify

  • Platform depth: Admin, storefront, Shopify Plus features including Scripts, Flows, multi-channel, and Shopify Markets.
  • Merchant onboarding & demos: Delivered platform walkthroughs and onboarding sessions for employees and merchant clients.
  • Theme & storefront: Working knowledge of Liquid templating, theme customisation, and HTML/CSS modifications.
  • Payments & checkout: Shopify Payments, checkout flows, third-party gateway configuration, and billing troubleshooting.
  • Integrations & apps: Supporting and advising on app store integrations, API-based workflows, and third-party tooling.
  • Training content: Built and facilitated internal L&D programmes specifically around Shopify product knowledge.
BigCommerce

BigCommerce

  • Tier 2 escalation: Handle the most complex merchant issues on the platform — edge cases, API behaviour, checkout configuration, and integration conflicts.
  • Bug identification & reporting: Structured investigation and formal documentation of platform bugs escalated to engineering.
  • Product demos: Platform demonstrations for prospective and existing merchants, communicating capabilities and value proposition.
  • Web technologies: Supporting merchants with DNS, SSL, domain configuration, webhooks, and storefront integrations.
  • Team mentorship: Knowledge-sharing and coaching of Tier 1 agents on platform behaviour and troubleshooting methodology.
Web & Technical Knowledge
HTML & CSS
Comfortable reading and modifying front-end code in storefront and email template contexts.
JavaScript
Working knowledge for diagnosing script conflicts, custom storefront functionality, and behaviour issues.
DNS & Domains
Domain configuration, DNS propagation, SSL certificates, and custom domain setup.
APIs & Integrations
REST API concepts, webhooks, and how third-party integrations interact with eCommerce platforms.
Payments & Checkout
Payment gateway configuration, checkout flows, failed transactions, and billing logic.
Liquid Templating
Shopify's Liquid language for theme customisation and storefront modifications.
03
Capabilities

Skills & Tools

Core Competencies
Customer Success & CSAT Expert
Training Design & Facilitation Expert
eCommerce Platform Knowledge Expert
Merchant & Stakeholder Relations Advanced
Product Demos & Presentations Advanced
LMS Administration Advanced
Web Technologies Working Knowledge
Tools & Platforms
CRM & Support
Salesforce Zendesk Shopify Admin BigCommerce
Collaboration & PM
Slack Notion Asana Google Workspace Jira
Technical
HTML / CSS JavaScript Liquid REST APIs DNS / SSL LMS Platforms
Open To
Customer Success Manager Priority
L&D Specialist / Manager Priority
eCommerce Solutions Consultant Strong Interest
Technical Account Manager Open
Sales Enablement Open
04 — Get in Touch

Let's find something worth doing.

I'm actively exploring CSM, L&D, and eCommerce consulting roles — in Cork and remotely across Ireland and Europe. If you think there's a fit, or just want to have a conversation, reach out.

Send a Message
✉
Email
contact@gearoidocallaghan.com
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Gearóid O'Callaghan
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Location
Cork, Ireland — Remote Ready