Customer Experience Specialist

Wellington Customer Experience Full-time Be the human embodiment of excitement, passion and enthusiasm. Ensure every Keyhook customer feels supported, confident, and excited to use the platform. About Keyhook About the Role We are seeking multiple Customer Experience Specialists who are the human embodiment of excitement, passion and enthusiasm. This role is for someone who lights up a room (or a Zoom), builds trust easily, and communicates with empathy, clarity, and confidence. Your mission is simple: ensure every Keyhook customer feels supported, confident, and excited to use the platform. You'll work closely with new and existing customers to deliver world-class onboarding, personalised training, and responsive support. You'll become a trusted guide—helping property managers streamline their workflows, adopt best practice, and get the most out of Keyhook. This is a people-centric role. Your energy matters as much as your skillset. Travel within NZ may be required for onsite training or customer visits. Key Responsibilities Onboarding & Training Lead onboarding for new agencies and users, ensuring a smooth and confident transition to Keyhook. Deliver engaging training sessions (in-person and online) tailored to different learning styles. Create a welcoming and positive customer experience from day one. Support customers through data migration, setup, and rollout activities. Customer Support Provide timely, friendly, and accurate support across chat, email, video call, and phone. Act as the first point of contact for product questions, troubleshooting, and workflow guidance. Escalate technical or complex issues to the product/engineering team when required. Customer Relationships Build strong, trusting relationships with property managers, agency owners, and support staff. Proactively check in with customers to identify opportunities for improvement or training. Champion customer feedback internally and help shape product enhancements. Internal Collaboration Work closely with Product, Engineering, Sales, and Marketing to ensure customers' voices are heard. Contribute to knowledge-base articles, video guides, and in-app education. Provide insights gathered from customer interactions to improve processes and features. Representation & Travel Represent Keyhook with professionalism, positivity, and confidence. Travel for customer visits, in-person training, workshops, or industry events when required. About You You are someone people naturally warm to—friendly, upbeat, genuine, and full of positive energy. You build trust quickly and you love helping people succeed. You will thrive in this role if you: Have exceptional communication skills—clear, warm, and confident. Bring passion, enthusiasm, and a proactive mindset to every conversation. Are patient, empathetic, and capable of guiding users through change. Enjoy problem-solving and learning new technology. Are organised, reliable, and comfortable juggling multiple customer needs. Are passionate about delivering a world-class customer experience. Are excited to be part of a fast-growing Kiwi tech company making a real difference. Why Join Keyhook Be part of NZ's most innovative and fastest-growing PropTech company. Work with a supportive, passionate team that genuinely cares about its customers. Opportunities for career growth as we scale across NZ and internationally. Travel opportunities. Make a real impact—your work directly shapes the rental lifecycle for Property Managers, Tenants and Owners. If you want the easy path, this isn't it. If you want the ride of your life, this is it. Apply Now Interested in this role? Fill out our application form and attach your CV. #J-18808-Ljbffr