Customer Experience & Support Lead

Smart Pack; Pahiatua; On-site; NZD 90,000 - 120,000; Full time

Job summary

Smart Pack in Palmerston North is seeking an experienced people leader to own our Customer Service and Sales Support teams from our head office. This is a hands-on management role with day-to-day involvement and direct customer contact, aimed at delivering a better customer experience.

You'll shape how the teams work, set clear expectations, and collaborate with Sales, Operations and the wider business to improve handovers and ensure priorities stay on track.

Qualifications

• 3+ years' experience leading Customer Service, Sales Support or a similar customer-facing team.
• Proven experience developing people and improving team performance, processes and service standards.
• Sound judgement, confidence making decisions and the ability to have direct conversations when needed.
• A practical approach to problem solving, with a track record of seeing things through.
• Confidence using technology and data to work efficiently and make improvements, including MS Office, AI tools and business systems.

Responsibilities

• Lead our Customer Service and Sales Support teams and manage a defined customer segment.
• Help shape how we deliver a better customer experience and set clear expectations.
• Stay hands-on with day-to-day work, handle enquiries, issues and escalations when needed.
• Improve how the team works and ensure priorities are not lost between departments.
• Collaborate with Sales, Operations and the wider business to improve handovers and communication.

Skills

People leadership

People development

Decision making

Problem solving

Data-driven approach

Communication

Tools

Microsoft Office

AI tools

Business systems

Job description

Smart Pack in Palmerston North is seeking an experienced people leader to own our Customer Service and Sales Support teams from our head office. This is a hands-on management role with day-to-day involvement and direct customer contact, aimed at delivering a better customer experience.

You'll shape how the teams work, set clear expectations, and collaborate with Sales, Operations and the wider business to improve handovers and ensure priorities stay on track.