Customer Delivery Lead – Tech & DNS

Younity; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

Jora New Zealand is seeking an experienced Customer Manager to lead a small customer service team within an established New Zealand technology business. You’ll work across customer support, delivery of projects and client implementations, with a hands-on, impact-focused approach.

You’ll manage one direct report and collaborate closely with customers and technical teams to gather requirements, resolve incidents and improve service delivery.

Qualifications

• Experience across customer service, technical support, customer success or service delivery.
• Previous experience leading, mentoring or coordinating others.
• Excellent written and verbal communication skills.
• Security first mindset.
• Working knowledge of SMTP and HTML.
• Experience using Zendesk or a similar ticket-management system.
• Some hands-on DNS administration experience is essential.
• Strong attention to detail and a collaborative, team-focused approach.

Responsibilities

• Lead and coordinate the customer service function.
• Managing customer requests, incidents and escalations through Zendesk.
• Building trusted relationships and communicating progress clearly.
• Delegating work while supporting the team with complex issues.
• Gathering customer requirements and feeding information back to technical teams.
• Coordinating projects and supporting client implementations.
• Supporting presentations, proposals and documentation.
• Assisting with DNS administration, updates and troubleshooting.
• Identifying opportunities to improve service delivery and the customer experience.

Skills

Customer service

Technical support

Customer success

Leadership

Communication skills

Security mindset

Requirements gathering

Documentation

Problem-solving

SMTP knowledge

HTML knowledge

Zendesk experience

DNS administration

Attention to detail

Team collaboration

Job description

Jora New Zealand is seeking an experienced Customer Manager to lead a small customer service team within an established New Zealand technology business. You’ll work across customer support, delivery of projects and client implementations, with a hands-on, impact-focused approach.

You’ll manage one direct report and collaborate closely with customers and technical teams to gather requirements, resolve incidents and improve service delivery.