Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Delivering high-quality technical support for the Timely platform with an accent on live troubleshooting and customer empowerment. Focus on resolving complex technical issues across multiple channels and identifying opportunities to drive product value.

Location: Must be based in New Zealand and legally entitled to work there

Company

A leading service commerce platform providing tailored end-to-end SaaS solutions for the Home, Health, and Wellness industries.

What you will do

• Provide professional support via phone, email, chat, and social media.
• Perform live troubleshooting to resolve customer problems efficiently.
• Investigate and identify root causes of technical issues using a detective-like approach.
• Help customers maximize the value of the Timely platform to grow their businesses.
• Collaborate with a global support team to improve service delivery and processes.

Requirements

• Technical support experience at a SaaS company.
• Confidence in live phone troubleshooting and outstanding writing skills.
• Ability to translate complex technical language into plain English.
• Experience with contemporary support software such as Zendesk and Slack.
• Legal authorization to work in New Zealand.

Nice to have

• Experience in the beauty and wellness industry.

Culture & Benefits

• Emphasis on work-life balance with additional annual leave.
• Flexible work arrangements (option to work from home or the office).
• Professional development budget to support continuous growth.
• Annual wellness allowance for health and wellbeing.
• Inclusive environment that values diversity and unique perspectives.