Customer Experience Associate

Marloo; New Zealand; On-site; NZD 50,000 - 70,000; Full time

Benefits offered by this job

Direct impact

Startup exposure

Structured onboarding

Growth opportunities

Job summary

Marloo is building the AI partner for financial advisers. As Customer Experience Associate in New Zealand, you will own the customer support inbox for your market with total autonomy and drive, delivering fast, accurate, and warm responses to advisers.

You will join a high-energy team obsessed with customer happiness, and you don't need to be an AI expert—just love helping people, move quickly, and learn at lightning speed as the company scales.

Qualifications

• Own the customer support inbox for your market with autonomy and drive.
• Provide fast, accurate and warm responses to advisers.
• Love helping people and learn at lightning speed in a scaling startup.

Responsibilities

• Manage the customer inbox and maintain inbox zero as daily baseline.
• Resolve problems from quick queries to complex document templates.
• Know when to reply or jump on a call to delight customers.
• Handle tough conversations with tact and build lasting trust.
• Provide product feedback to GTM and product teams weekly.
• Collaborate with global counterparts to deliver a unified experience.
• Help build better tools, macros, help content and proactive triage.

Skills

Customer experience

Communication skills

Fast learner

AI tools familiarity

Job description

Customer Experience Associate

Company: Marloo
Job Type: Full Time
Location: New Zealand

Job Description - Customer Experience Associate

About Marloo

Marloo is building the AI partner for financial advisers. Advisers focus on clients while Marloo handles the rest.

They guide people through the most important decisions of their financial lives and the software built for them has never been worthy of that. We intend to build the company that changes it and to become the system every advice firm in the world runs on.

In under a year we have onboarded more than 1,000 paying firms across eight countries with almost zero churn. Revenue is growing 37% month on month on average. In May we raised a $10m seed led by Blackbird Ventures. Blackbird was the first and largest investor in Canva.

The role

You will own the customer support inbox for your market with total autonomy and drive. Every adviser who reaches out receives a fast, accurate, and wonderfully warm response, with a daily mission to crush the queue to inbox zero. Do it well, and our best customers will celebrate you by name!

You'll join an ambitious, high-energy team that works hard, wins together, and has a blast along the way. At Marloo, CX isn't isolated to one department - our entire team is obsessed with customer happiness, creating an all-hands culture where everyone pitches in to deliver an unforgettable experience. You don't need to be an AI guru or engineer; you just need to love helping people, thrive on momentum, and learn at lightning speed.

What you'll do

• Champion the customer inbox and treat inbox zero as your daily baseline
• Solve root problems with passion, tackling everything from quick queries to complex document templates and integrations
• Use smart judgement on when to reply and when to jump on a call to make a customer's day
• Navigate tough conversations with tact and care, turning tricky moments into lasting trust
• Rally product and go-to-market teams weekly with punchy insights and actionable customer feedback
• Collaborate with global counterparts to deliver a world-class, unified support experience worldwide
• Channel extra capacity into building better tools, sharper macros, help content, and proactive triage

You're a fit if

• You're a Customer Experience champion who brings high energy, genuine care, and excitement to clearing the queue
• You take immense pride in mastering the details and performing at a high standard every single day
• You're an insanely fast learner who thrives in a fast-moving industry and stays ahead of the curve
• You communicate clearly, warmly, and effortlessly across written channels and phone calls
• You possess sharp instincts for prioritizing, resolving friction, and escalating critical issues
• You embrace using AI tools to supercharge your workflow
• You love working in-person alongside an energetic team where learning happens organically every day
• Financial services experience is a bonus, but your attitude and drive matter most

What we offer

• Direct, high-visibility impact on our customers from day one
• Front-row seat and immersion into a fast-scaling startup across product, GTM, and engineering
• Structured onboarding paired with a dedicated buddy to set you up for success
• A launchpad for growth: our CX team members regularly transition into key product, GTM, and generalist roles across Marloo