Location: Christchurch, NZ (office-based, WFH entitlement tier after 3-6 months)

Hours: 12:00 - 20:00, full-time, permanent, 40 hours per week

Salary: NZD 60,000-65,000 depending on experience + ESOP

Benefits: Professional development allowance, wellbeing allowance, employee assistance programme, anniversary and birthday gifts, monthly social activities, office snacks + beverages, dog-friendly office.

Why This Role Exists

This is a new role created to support our ability to scale and provide more proactive support to our customers.

As we expand globally, our customer base and their needs are becoming more complex. This hire fills the critical gap between customer request and resolution, protecting the time of our Customer Success, Engineering, and Product teams. You will be the cornerstone of our ability to deliver reliable service and will play a crucial role in defining best practices and creating efficiencies.

What You'll Own

Reporting to the Chief Product Officer, you will take ownership of the day-to-day support function, ensuring our schools receive clear, timely, and human-centred help.

• First-line Support: Respond as the first line of communications with customer support requests globally.
• Issue Resolution: Communicate with customers (via email, phone, WhatsApp, etc.) to diagnose and resolve issues, providing context regarding fixes and solutions until the issue is resolved.
• Ticket Management: Assign incoming support tickets for our schools globally to the correct internal contact, if required (e.g., technical support to Engineering).
• Customer Onboarding & Updates: Assist with account setup support for new customers (using integration sync, tidy and import CSV's, etc.) and assist with account refreshes and updates each academic year.
• Process Improvement: Explore improvements in our AI support agents and tool stack integrations and contribute to developing and maintaining customer support documentation and materials.
• Cross-functional Collaboration: Communicate with the Customer Success, Product and Engineering teams around technical issues alongside improvements.

What Success Looks Like

Success in this role means you have stabilised and professionalised our front-line support, providing a consistent, high-quality experience for all our customers.

Within the first six months, you will have:

• Reliable, Repeatable Support Processes: Consistently followed and improved structured workflows for triaging, diagnosing, and resolving tickets. You will have helped document clear SOPs for common issues, including templates, macros, and escalation paths, and worked with your manager and Customer Success to refine the “single source of truth” for FAQs and troubleshooting guides.
• Faster, More Predictable Resolution Times: Achieved a measurable reduction in average first response time and overall time to resolution. You will demonstrate good judgement in balancing speed with quality, escalating only when needed, and have identified bottlenecks and proposed improvements that reduce back-and-forth with customers.
• Increased Customer Satisfaction and Quality of Support: Consistently high internal quality scores, grounded in empathy, clarity, and ownership. You will be providing clear, proactive communication with customers, ensuring they understand next steps and timeframes, and taking accountability for end-to-end resolution, even when other teams are involved.
• Strong Cross-Functional Collaboration: Built trusted working relationships with Customer Success, Engineering, and Product, and provided useful insights to Product and Engineering (patterns, bugs, common friction points), contributing to internal feedback loops that inform product improvements and reduce support volume.
• Contribution to Automation and System Improvements: Helped define and refine workflows in your support tools (Zendesk, Intercom, HubSpot, etc), identified repetitive tasks suitable for automation, and supported the creation of knowledge base content to reduce inbound queries.

What You'll Bring

Must-haves

• Strong written communication skills for communicating technical queries to our internal teams.
• Demonstrated ability to ask strategic questions in order to uncover the root of customer problems.
• A proven track record of being a fast learner, deeply curious, and proactive in previous roles.
• Commitment to being adaptable, proactive, and ready to help shape an evolving function.
• A genuine love for technology and a natural instinct for learning new tools quickly, with the confidence to troubleshoot and explore tech solutions independently.

Nice-to-haves

• Experience in a Business-to-Business (B2B) or Software as a Service (SaaS) customer support environment.
• Experience in developing or maintaining customer-facing documentation.
• Familiarity with tools in our stack: Hubspot, Zendesk, Intercom, Slack, Google Sheets, Canva.

Expected Challenges

We believe in radical transparency to ensure you have a realistic job preview. Here are the key challenges you should expect:

• High Volume During Peak Periods: Customer onboarding, annual account refresh, and update cycles create heavy ticket spikes. You will need resilience, accurate prioritisation, and the ability to stay calm under pressure. You must be comfortable switching between reactive and proactive work depending on the season.
• Cross-Functional Complexity: You will work daily with Customer Success on client-facing issues and may need to collaborate with Engineering or Product on bugs, feature gaps, or UX friction. This requires confidence, strong communication skills, and the ability to influence without authority.
• Evolving Processes and Systems: Processes are being built or refined, and automation is still developing. You need someone who thrives in ambiguity and can help shape the function rather than wait for instructions.

How We Work

We are committed to a flexible, high-trust environment.

• Location and Collaboration: This is a full-time, permanent (40 hours per week) hybrid role based in our Christchurch, NZ office. We are an office-first team with a strong culture of in-person collaboration.
• Responsible Autonomy: We trust our team to manage their time responsibly and offer flexibility. You will have the autonomy to decide how you get the work done, provided the needs of our customers and the wellbeing of our teammates are always at the forefront.
• Learning and Candour: We have a strong culture of continuous improvement and encourage giving and receiving feedback in a considerate way. Proactiveness is a necessity.