Customer Support Specialist

FlexiTime - Wellington Central, North Island PayHero is our market-leading, award-winning payroll solution, with a loyal customer base and a compelling compliance story. Our customers rely on us to get payroll right - and they rely on our support team to back them up when they need it. As part of our customer support team, you'll be on the frontline helping customers get the most out of PayHero. You'll develop deep product knowledge, resolve issues with speed and accuracy, and play a real role in improving the product by surfacing what you see on the ground. Payroll is time-sensitive and detail-heavy - so you'll need to be organised, empathetic, and calm under pressure. This is a great role for someone early in their career who wants to build genuine expertise in a successful SaaS business, make a visible impact, and grow with us. What You’ll Be Doing Customer Support & Issue Resolution Handle customer queries through email and chat, taking full ownership from the first message through to resolution. As your product knowledge grows you'll also take on phone and online video calls with customers. Investigate and resolve customer issues with accuracy, empathy and care. Identify patterns in customer-reported issues and work with the Product team to get them resolved. Product & Payroll Knowledge Get to know PayHero inside and out, so you can give customers genuinely useful guidance. Build your understanding of NZ payroll, including the Holidays Act, KiwiSaver & leave entitlements, so you can help customers navigate it confidently. Stay across feature updates and best practice, and share what you know with the team. Assist with testing new features and changes before they go live to help ensure a smooth experience for customers. Help Centre & Support Content Help maintain and improve our support articles, videos and FAQs, empowering customers to self-serve. Use AI tools to produce and update documentation efficiently. AI-Powered Support Embrace AI in your day-to-day work - we're an AI-first team. Help improve our AI support agents' responses over time, using what you’ve learnt from real conversations. . Voice of the Customer (VoC) Turn recurring issues and feature requests into practical insights for the Product team. Your frontline perspective is valuable input for how we build and improve the product. What You’ll Bring We're a small, tight team. We work hard, move fast, and celebrate success together. We value clarity, grit, ownership, and curiosity - and we're not afraid to challenge ideas to reach the best outcome. Experience At least 1–2 years in a customer-facing role, ideally in tech or SaaS - or a strong graduate with the right attitude. A strong aptitude for technology - you pick up new software quickly and enjoy figuring out how things work. Able to work independently and collaborate across teams Skills & Qualifications Clear communicator in writing and on calls - you can explain complex things simply. Organised and responsive, comfortable managing multiple queries at once. Strong problem-solver with an eye for detail. Tech-confident, and numerically comfortable enough to work through payroll questions. Mindset Genuinely curious - you want to understand the why, not just close the ticket. Takes ownership and follows through. Empathetic with customers, especially when they're under pressure. We provide full training, so payroll experience isn't a requirement. That said, any of the following would be an advantage: Some payroll, accounting, or bookkeeping experience Knowledge of NZ holiday pay or employment legislation Familiarity with support or ticketing tools (especially Intercom) Previous experience in a SaaS or tech business Bonus points if you've used PayHero before! A Bit About Us FlexiTime is a Kiwi SaaS company with a strong foundation and real ambition. We're locally owned, profitable, and investing in innovation and growth. You’ll be supporting PayHero, our flagship payroll product, with a large and loyal customer base across New Zealand. At the same time we're continuing to build and push into new markets with products like Droppah (AI-driven rostering) and Karmly (workforce management software for the labour hire industry). This space is evolving fast, and we're at the forefront of it. We have a great team, a beautiful office in the CBD, and a culture that values action over bureaucracy. If you want to build real expertise in a product people depend on, and be part of a team that takes real pride in what it builds, we'd love to hear from you. Working at FlexiTime Employee share scheme — a genuine stake in a growing, profitable business Competitive salary Modern Wellington CBD office with great natural light and a spacious deck Free Friday lunches and regular social events Applications close on 21 August 2026. Please note: You need to be residing in NZ with a right to work to be eligible to apply. #J-18808-Ljbffr