Customer Experience Associate

Icehouseventures; Wellington; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Direct impact on customers

Startup immersion across product, GTM,

Structured onboarding with a buddy

Growth opportunities in CX

Job summary

Marloo is seeking a customer experience advocate to own the support inbox for your market with total autonomy. You will deliver fast, accurate, and warm responses, aiming for inbox zero and high customer satisfaction.

You will join a high-energy team that values customer happiness and collaborative culture. You will solve a range of inquiries, from quick questions to complex templates and integrations, using AI tools to accelerate workflows.

Qualifications

• Experience delivering warm, accurate customer responses.
• Ability to learn new tools quickly and adapt
• Strong written and verbal communication
• Comfort with AI-assisted workflows

Responsibilities

• Own the customer inbox for your market with daily inbox zero.
• Resolve root problems, from quick queries to complex templates and integrations.
• Use judgment on when to reply and when to schedule calls.
• Handle tough conversations with tact, turning friction into trust.
• Provide weekly customer insights to product and GTM teams.
• Collaborate with global counterparts for a unified support experience.
• Help build better tools, macros, and proactive triage.

Skills

Customer Experience

Fast learner

Clear communication

AI tools

Job description

About Marloo

Financial advisers carry an extraordinary responsibility. They guide people through the most important financial decisions of their lives. For too long the tools available to them have been unworthy of that responsibility.

We are building the AI partner that changes that. Backed by Blackbird Ventures, the first and largest investor in Canva, we have onboarded 1,000+ firms across eight countries in under a year with almost zero churn.

The customer comes first at Marloo. White-glove support is one of the main reasons advisers stay and recommend us, and this role is at the centre of it.

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