Customer Support Coordinator

Stuff; Auckland; Hybrid; NZD 42,000 - 52,000; Full time

Job summary

Stuff is seeking three Customer Support Coordinators for a three-month fixed-term role based in our Auckland office. You’ll be on the front line of the audience experience, helping readers, solving problems, and ensuring every interaction feels heard across email, chat, forms and social DMs.

You’ll work with teams across the business to resolve issues quickly, moderate reader comments, and adapt to new digital tools while maintaining calm under pressure.

Qualifications

• Experience in a customer service, support or stakeholder-facing role.
• Ability to pick up new digital tools and systems quickly.
• Excellent communication and patience when helping readers.

Responsibilities

• Respond to customer enquiries across email, chat, online forms and social DMs.
• Know when to resolve an issue yourself and when to escalate it to the right team.
• Moderate reader comments across Stuff's platforms, keeping conversations constructive and on-topic.
• Work closely with teams across the business to get problems sorted quickly.

Skills

Customer service experience

Stakeholder-facing

Clear communication

Calm under pressure

Tools

Google Workspace

Job description

Be the voice New Zealanders hear when they need us most

Stuff is Aotearoa's largest media and advertising business, connecting New Zealanders with the news and content they care about, whenever and however they want it. Our Audience team sits right at the heart of that mission, keeping the reader experience exceptional at every single touchpoint.

We're looking for three Customer Support Coordinators to join us on a three-month fixed-term basis. It's a brilliant opportunity to get hands-on experience in a fast-moving digital media environment, working across some of the country's most-read platforms.

What You'll Be Doing

You'll be on the front line of our audience experience, helping readers, troubleshooting problems, and making sure every interaction leaves people feeling heard. Day to day, that means:

• Responding to customer enquiries across email, chat, online forms and social DMs
• Knowing when to resolve an issue yourself and when to *escalate* it to the right team
• Moderating reader comments across Stuff's platforms, keeping conversations constructive and on-topic
• Working closely with teams across the business to get problems sorted quickly

What You'll Bring

• A genuine desire to help people, with the patience and clear communication to back it up
• Experience in a customer service, support or stakeholder-facing role
• Confidence picking up new digital tools and systems quickly, plus solid Google Workspace skills
• A cool head under pressure and good judgement when things get ambiguous
• Experience in community management or comment moderation is a bonus
• Any background organising events or webinars? Even better

Whether you've worked in a call centre, a busy retail environment, community management, or another customer-facing role, if you've got the people skills and the curiosity to learn, we want to hear from you.

Why Stuff?

We're unmissable and unmatched, and so is the way we look after our people. Join us and you'll be part of a team that's genuinely proud of the role it plays in New Zealanders' lives, working alongside people who care as much about doing right by our audience as we do.

This is a fixed-term role for three months, based in our Auckland office, with flexible working arrangements available in line with company policy.

Stuff champions inclusion. Be it gender, ethnicity, beliefs, abilities or experiences - we know that diversity brings another lens through which we all learn, connect and grow.

E kōkiri nei a Stuff i te whāinga kia whai wāhi ai te katoa. Hāunga te ira, te iwi, ngā whakapono, ngā āheinga, ngā wheako rānei o te tangata - e mōhio nei tātou mā te kanorau e whai tirohanga hou ai, e ako ai, e tūhono ai, e whanake anō ai tātou katoa.

As we are committed to creating a workplace that reflects the diverse communities in New Zealand, we will always invite and encourage applications from people of all genders, ethnicities, disabilities and ages. We are committed to providing equal employment opportunities for all.

Nā runga i tā mātou ū ki tētahi taiao mahi e whakaatu ana i te kanorau o ngā hapori i Aotearoa, i te ao, i te pō, ka pōhiringia, ka ākina anō ngā tono mahi a te marea whānui, hāunga te ira, te iwi, te hauātanga, te pakeke rānei. E ū nei mātou ki te whai kia wātea ai ā mātou ara whai mahi ki te katoa i runga i te mana taurite.

Disclaimer: Stuff does not accept unsolicited agency resumes. Stuff is not responsible for any fees related to unsolicited resumes.