Customer Experience & Quality Specialist

Purpose of the Role The purpose of this role is to ensure every Cymonz customer enjoys a seamless experience from onboarding and day-to-day support through to the delivery of high-quality system enhancements. Working across customer support, quality assurance, and platform tooling, this role plays an important part in helping customers get the most from Cymonz while contributing to the ongoing quality and reliability of our services. About Cymonz Cymonz is a specialist provider of cross-border payments infrastructure, enabling banks, fintechs, remittance providers and financial institutions to launch and scale international payment services without building the underlying infrastructure themselves. Cross-border payments are our sole focus. For more than a decade, we've helped customers across New Zealand, Australia, the Pacific, the United Kingdom, Africa and beyond deliver secure, compliant and customer-centric payment solutions. Our platform combines deep industry expertise with proven technology, giving our customers the confidence to grow, innovate and compete in a connected global marketplace. At Cymonz, we're passionate about solving complex problems, building trusted partnerships and delivering technology that makes international payments faster, simpler and more accessible. About the Role The Customer Experience & Quality Specialist is a cross-functional role focused on delivering an outstanding customer experience. Working across customer support, quality assurance and platform tooling, you will help ensure our customers receive bespoke, reliable support, high-quality and timely product releases, and a consistently positive experience with Cymonz. This is an excellent opportunity for someone who enjoys solving problems, working across multiple disciplines and building a career in a dynamic and rapidly evolving global payments industry. Whether you are early in your career or bring several years of experience, we're looking for someone with initiative, diligence and a genuine commitment to delivering exceptional outcomes for our customers. Key Responsibilities Customer Experience & Support Deliver exceptional customer support through timely, professional and solution-focused communication. Manage incoming customer support requests, including triage, issue replication, prioritisation and coordination with the Product and DevOps teams. Keep customers informed throughout the lifecycle of support requests, product enhancements and issue resolution. Develop and maintain support documentation, user manuals and standard operating procedures. Work closely with the Product and DevOps teams to continuously improve the customer experience. Prepare and deliver customer reporting, including SLA and operational performance reports. Monitor customer support metrics and identify opportunities to continually improve service delivery. Quality Assurance Test new features, enhancements and fixes before production release. Design, develop and maintain automated test suites in collaboration with the Product team. Identify opportunities to improve testing processes, automation coverage and release quality. Participate in release planning and deployment activities to help ensure delivery meets customer expectations and agreed acceptance criteria. Work collaboratively with DevOps and Product teams to identify issues and root causes early, improving overall software quality and reducing rework. Platform Tooling Administer and continuously improve the way Cymonz uses platforms including Zendesk, Confluence, Datadog, Better Stack and other internal tools. Configure workflows, dashboards and reporting to improve team efficiency, customer visibility and service delivery. Identify opportunities to streamline processes, improve automation and enhance the tools that support our customers and internal teams. Experience & Technical Skills Success in this role doesn't depend on ticking every box. We're looking for someone with experience, capability or a willingness to develop across the following areas: Customer support within a SaaS, technology or financial services environment. Software quality assurance and automated testing. Experience with automated testing tools such as Ghost Inspector, Playwright or similar platforms. Experience using customer support and collaboration platforms such as Zendesk, Confluence, Datadog or similar tools. Experience working within Agile and/or DevOps environments. Personal Attributes A genuine commitment to delivering exceptional customer experiences. Professionalism, integrity and sound judgement. Strong problem-solving and critical thinking skills. Excellent interpersonal, written and verbal communication skills. A collaborative approach and the ability to build positive working relationships across teams. High levels of personal accountability and ownership. Diligence, reliability and a strong attention to detail. Adaptability and a willingness to learn new technologies, tools and ways of working. The ability to manage competing priorities in a fast-paced environment. A proactive mindset with a desire to continuously improve how we work and how we serve our customers. Location & Working Arrangements This role may be based in our Christchurch or Wellington office, or remotely in the United Kingdom. Given our international customer base, flexibility is essential. The successful candidate will be willing and able to regularly work hours that overlap with our UK customers, typically between 2:00 pm and 10:00 pm New Zealand time (or equivalent UK hours). We offer flexible working arrangements and value outcomes over location while recognising the importance of collaboration, communication and being part of a connected global team. Why Join Cymonz? At Cymonz, you'll join a collaborative team building technology that enables secure, fast and affordable cross-border payments around the world. As Cymonz continues to grow at pace, this role offers significant opportunity for development. You'll gain exposure across customer experience, product management, quality assurance, automation, platform tooling and global payments, with the opportunity to help shape how these functions evolve as the business grows. If you're someone who enjoys solving problems, learning new skills and making a meaningful contribution to both customers and colleagues, we'd love to hear from you. #J-18808-Ljbffr