Customer Experience Specialist

Tax Management New Zealand; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible hybrid working

Birthday leave

Wellbeing Day

Study allowance: 2500 NZD/year

Charitable donation: 1000 NZD

Central Auckland/Christchurch office

Job summary

Tax Management New Zealand (TMNZ) is seeking a Customer Experience Specialist to join our CX Hub. This hybrid role can be based in Auckland or Christchurch and focuses on delivering high-quality customer support, capturing insights, and driving improvements for a diverse client base including corporates and practitioners.

You will converse with clients via phone, email and live chat, acting as the voice of the company and collaborating with teams to translate financial information into

Qualifications

• Experience delivering customer support across phone, email, and live chat.
• Able to translate financial information into clear customer outcomes.
• Comfortable in a fast-paced, technical environment.

Responsibilities

• Serve as the first point of contact for clients via phone, email, and live chat.
• Gather insights to drive product and process improvements across the CX hub.
• Act as the voice of the company to customers and internal teams.
• Develop product knowledge to support clients effectively.

Skills

Customer service

Communication

Problem solving

Multitasking

CRM systems

Fintech experience

Voice of the customer

Tools

Zendesk

Salesforce

Intercom

HubSpot

Job description

TMNZ is a leading New Zealand fintech helping businesses make tax easier and improve cash flow through smarter, more flexible tax management solutions.

We’re launching a brand-new platform, making this an exciting time to join us and help bring it to our clients. With a strong reputation and a people-first culture, we give our team opportunities to learn, grow and make a meaningful difference.

Our purpose goes beyond business. We invest 100% of our profits in Whakatupu Aotearoa Foundation to support positive environmental and social change. That means your work contributes not only to our clients’ success, but also to a better future for Aotearoa.

The Role

The Customer Experience Specialist is a critical role for our customers and forms part of the newly created CX Hub. This role could be based in Auckland or Christchurch. As the first point of contact for clients, you will be responsible for delivering high-quality customer support and delivering customer insights that drive improvements across the business.

As the client base includes large corporates and sole practitioners (as well as everyone in-between!) their needs will be different, and this is where you’ll get variety in your day.

You will be communicating with clients via phone, email and live chat and often you’ll be seen as the voice of the company. You’ll have the ability to influence, assist with process improvement and champion the customer.

You will become an expert on the products and platforms and will be part of a small and fast paced team.

What we are looking for

Outstanding communication and interpersonal skills go without saying – this is the core of the role. You’ll be positive, energetic and someone that the clients will look forward to chatting to.

We are looking for someone who is passionate and takes pride in what they do. This person needs to be obsessed with finding the best outcomes and solutions for their clients and is willing to go above and beyond to deliver excellent customer service.

This position is quite technical so, you will be numerically strong and a natural problem-solver, with the ability to understand and translate financial information into meaningful outcomes for the customer. You are outgoing, driven, a great communicator, and can juggle multiple tasks, and you enjoy solving problems.

You don’t shy away from difficult situations or conversations, and you can work through issues from the beginning until a solution is found. Your attention to detail will be high, even when multi-tasking.

• Previous experience in customer service, customer support, customer experience, contact centre, or similar customer facing roles
• Excellent verbal and written communications
• Strong problem solving and critical-thinking ability
• Ability to build rapport and demonstrate empathy in customer interactions
• Strong organisational skills with the ability to manage multiple priorities
• Experience using CRM systems / digital communication tools
• Strong common sense and solutions led attitude
• Understanding of simple financial concepts
• Experience in fintech, banking, payments, financial services, or another regulated industry.
• Experience supporting customers across multiple channels, including phone, email, and live chat.
• Familiarity with customer experience metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), or Customer Effort Score (CES).
• Experience using customer support platforms such as Zendesk, Salesforce, Intercom, Hubspot or similar systems.

What’s on offer

The opportunity to join a purpose-led organisation, guided by the principle of Manaakintanga (Wellbeing)

• Flexible, hybrid working
• Birthday leave, Wellbeing Day plus the option to purchase up to 10 days' extra leave
• $2,500 a year towards self-directed study and development
• Central Britomart location in a modern office
• $1,000 charitable donation to a charity of your choice

This is a great role for the right candidate, come and join a company that is a New Zealand success story. What’s even better is that 100% of the company profits are donated and reinvested back into New Zealand community and the environment.