Customer Success Team Lead — Empower & Elevate CX

Kernel Wealth Limited; Auckland; On-site; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Parental leave top-up

Professional development support

Extra Kernel holidays

Dog-friendly environment

Office snacks

Job summary

Kernel Wealth Limited is seeking an experienced Customer Success Team Lead to join its Auckland-based team. This newly created role combines people leadership with hands-on customer delivery across phone, email and chat.

You will lead and develop a team of around five specialists, while partnering with the Head of Customer Success to shape how we use Intercom, Fin AI and HubSpot to deliver efficient, personalised experiences.

Qualifications

• Proven experience leading a customer-facing team.
• Strong coaching and people management capability.
• Senior-level, hands-on customer support experience.

Responsibilities

• Lead, coach and develop the Customer Success team.
• Manage workloads, priorities and service levels.
• Resolve complex customer issues and escalations.
• Support recruitment, onboarding and team development.
• Respond to customer enquiries across phone, email and chat.
• Explain Kernel's investment, savings and KiwiSaver products clearly.
• Improve processes, customer content, automation and AI tools.
• Step up to lead the wider team when required.

Skills

People leadership

Coaching

Customer support

Communication

CRM familiarity

Tools

Intercom

HubSpot

Fin AI

Job description

Kernel Wealth Limited is seeking an experienced Customer Success Team Lead to join its Auckland-based team. This newly created role combines people leadership with hands-on customer delivery across phone, email and chat.

You will lead and develop a team of around five specialists, while partnering with the Head of Customer Success to shape how we use Intercom, Fin AI and HubSpot to deliver efficient, personalised experiences.