Customer Support Coordinator

TL;DR

Customer Support Coordinator (Education): Deliver high-quality AI-enabled support across chat, email, and outbound channels within the Childcare & Education vertical with an accent on monitoring chatbot interactions, ticket triage, workflow coordination, and automation optimisation. Focus on ensuring SLA adherence, identifying trends, reducing repeat contacts, and improving customer experience outcomes.

Location: Fully remote from New Zealand. Full working rights required.

Company

Cloud-based technology solutions that help small and medium-sized businesses manage operations and payments securely.

What you will do

• Manage inbound enquiries via chat and email, including AI-assisted conversations
• Monitor chatbot interactions, intervene on escalations, and provide feedback to improve bot accuracy
• Conduct proactive outbound phone follow-ups and provide inbound phone support as needed
• Triage, assess, and allocate tickets while maintaining queue health and SLA targets
• Identify recurring issues, workflow gaps, and contribute to chatbot and knowledge base optimisation
• Collaborate with teams to reduce repeat contacts, handle escalations, and act as voice of the customer
• Monitor company Facebook page and engage with customer community

Requirements

• 2+ years in customer-facing or multi-channel digital support role
• Strong written and verbal communication skills
• High attention to detail and quality in responses
• Ability to manage competing priorities independently
• Sound judgement for escalations and strong organisational skills
• Collaborative mindset with continuous improvement focus

Nice to have

• Experience or knowledge in Early Childhood sector

Culture & Benefits

• Collaborative team environment with focus on core values: Make life simple, Build for people, Move with purpose, Create lasting communities
• Paid parental leave and mental health support
• Learning resources and accelerated career development
• Flexible work arrangements

Hiring process

• Submit CV and cover letter with "moonshot" at the top
• Contact via careers portal; applications reviewed by recruitment team