Newly created position with real scope to shape and improve the support function
Join an established NZ software company supporting clinical trials worldwide
About the Company Our client is an established New Zealand software company building specialist software used to support clinical trials and medical research around the world. You’ll join a small, distributed team where collaboration, quality and delivering a great customer experience matter. About the Role This newly created role will take day-to-day ownership of customer support, from initial enquiry through to resolution. You’ll provide first-line troubleshooting, coordinate escalations and, importantly, keep customers proactively informed throughout. You’ll also be the voice of the customer internally, identifying recurring issues and opportunities to improve the support experience.
Skills & Experience
Strong customer support or customer experience skills, ideally within SaaS or B2B software
Excellent written communication and a personable, customer-focused approach
Highly organised, proactive and accountable, with strong follow-through
Comfortable troubleshooting software issues and gathering the right information
Able to prioritise and manage multiple customer requests effectively
Jira/Jira Service Management experience is highly beneficial, or confidence learning new systems quickly
Curious and improvement-focused, with the ability to work independently and collaboratively in a distributed team
Why Work Here?
Work from Home - fully remote anywhere in New Zealand
Help shape a newly created role and evolving customer support function
Improve workflows, documentation, knowledge-base content and appropriate automation
Work closely with Product, Quality and Development in a small team
Advocate for customers and influence meaningful product and process improvements
Support software contributing to clinical trials and medical research globally
If you’re a people-focused support professional who takes ownership, communicates proactively and enjoys making things better, we’d love to hear from you. Apply now or contact Logan@talent.army for more information.
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