Head of Customer Support & Systems (In-Person)

Icehouseventures; Christchurch; On-site; NZD 90,000 - 130,000; Full time

Job summary

Contented is building its support function from the ground up in Christchurch. You will own the infrastructure, knowledge base, workflows, and metrics, ensuring fast and helpful responses across email, chat, phone, and tickets.

This in-person role collaborates with product and engineering to translate customer needs into product improvements. We are looking for 3+ years in customer support or operations within SaaS, with experience using AI tools and automation (Zapier, Pylon, Intercom).

Qualifications

• Minimum of 3 years experience in customer support, customer success, or operations - ideally in a SaaS or tech environment.
• Experience with AI tools such as Claude, ChatGPT or similar.
• Experience with Pylon, Fin or similar support tooling.
• Experience using Zapier or similar automation.
• Strong written communication skills with clear, warm, problem-solving responses.

Responsibilities

• Build and own Contented's support infrastructure from the ground up (intercom, knowledge base, FAQs, troubleshooting guides).
• Establish support processes, SLAs, and response standards across all touchpoints.
• Develop AI-powered workflows and automation to reduce manual load while preserving quality.
• Handle queries across email, in-app chat, phone, video calls and support tickets.

Skills

Customer support

Analytical mindset

Systems thinking

Written communication

Tools

Intercom

Pylon

Zapier

HubSpot

ChatGPT/Claude

Fin

Job description

Contented is building its support function from the ground up in Christchurch. You will own the infrastructure, knowledge base, workflows, and metrics, ensuring fast and helpful responses across email, chat, phone, and tickets.

This in-person role collaborates with product and engineering to translate customer needs into product improvements. We are looking for 3+ years in customer support or operations within SaaS, with experience using AI tools and automation (Zapier, Pylon, Intercom).