Customer Experience Manager

Stealth Startup; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Direct impact on product

Job summary

Stealth Startup in Auckland is looking for a hands-on client concierge to bridge between our UK team and New Zealand clients. You’ll manage communications, guide clients through our process, and ensure timely completion of tasks with a personal touch.

Ideal candidates are people-oriented, adaptable, and tech-savvy, comfortable in a fast-paced startup. Hybrid work offered with potential for growth as the NZ presence expands.

Qualifications

• You excel at building rapport and helping clients via email or phone.
• You enjoy the concierge side of service and assist clients end-to-end.
• You thrive in a fast-changing startup environment and adapt quickly.
• You quickly pick up new tools and apps to support client interactions.

Responsibilities

• Manage client communication and be the human touch for our AI-powered service.
• Act as the NZ bridge coordinating with the UK team to keep local clients satisfied.
• Handle data and profiles using internal tools to keep information strategy-ready.

Skills

People person

Fixer

Adaptable

Tech savvy

Independent

Ambitious

Job description

We’re Building the Future of Personal Finance - Are You In?

We are a Kiwi-owned AI-driven Fintech startup on a mission to put money back into the pockets of everyday Kiwis. We’ve built the tech to find savings across all areas of personal finance, and we’re growing fast.

Because our core team is currently based in the UK and Auckland, we need more team members in NZ to be the bridge between our technology and our clients. This isn’t a rigid corporate job. We are a startup. It’s fast, it’s a bit messy, and the systems are always evolving. If you want a "sit-and-wait-to-be-told-what-to-do" role, this isn't it. But if you want to help build something special, this could be for you.

What You’ll Be Doing

• Client Communication: Managing the "Human" side of our AI via email and phone.
• Concierge Work: You’ll be the "Personal Guide" for our clients. Sometimes the AI finds the path, but the client needs a human to help them cross the finish line. This involves assisting with switches, gathering info, and doing the "bits and pieces" required to get the job done.
• The Bridge: Acting as our boots on the ground in NZ, coordinating with our UK-based team to ensure local clients are never left waiting. Data & Systems: Using our internal tools to keep client profiles accurate and "strategy-ready."

Why This Role is Different (The Growth Path)

We don't want you to stay in customer service forever. For the right person, this role can evolve instantly.

• Product Management: Move into making strategy decisions and actually "doing" the work for clients using our internal AI suite.
• Leadership: As we open our Auckland office and expand the NZ team, you’ll be the one with the most institutional knowledge.

Who You Are

• A People Person: You’re a natural at building rapport. Whether it’s an email or a quick phone call, you make people feel heard and looked after.
• A Helpful "Fixer": You enjoy the concierge side of things, rolling up your sleeves to help a client finish a form or solve a small problem so they don’t have to.
• Not Afraid of Mess: We’re growing fast and things change daily. You’re comfortable working in a fast-paced environment where the "perfect" system is still being built.
• Tech Savvy: You’re comfortable picking up new tools and apps quickly.
• Independent & Reliable: You’re happy working in a small team in NZ and can manage your hours effectively while the rest of the team is in the UK.
• Ambitious: You’re looking for a foot in the door at a company where you can move up quickly as we expand our New Zealand presence.

What We Offer

• Full-time salary is $55,000 - $75,000 + performance incentives.
• Hybrid Work: Work from home & office
• Direct Impact: Your feedback will literally change the way our product is built.

No Finance Experience? No Problem.

We can teach you the finance side. We can't teach you how to be a "people person" or how to have a high-growth mindset. If you’ve worked in Retail, Hospitality, or Sales and you’re tired of the ceiling, we want to talk to you.

Having personal finance is a bonus, and more than welcome!

Next Steps

Shortlisted applicants will be contacted to discuss:

• How the role works day-to-day
• Testing process
• What successful team members do differently