Senior Customer Support Agent

ReadyTech Group; New Zealand; Hybrid; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Birthday day off

Additional leave days

Awards and travel incentives

Hybrid work

Employee assistance programs

Parental leave top-up

Volunteer leave

Merchandise drops

Job summary

ReadyTech Group in Australia and New Zealand is seeking a Senior Customer Support Agent to deliver engaging service via phone, email or live chat, driving continuous improvement of our Customer Support OKRs. You will support the Team Leader and act as escalation for less experienced agents.

You will coach teammates, monitor frontline channels in real time, ensure all case data in Salesforce is complete, and collaborate with the product team on customer feedback and service enhancements.

Qualifications

• Experience delivering customer service via phone, email and live chat.
• Ability to explain complex issues in simple terms.
• Coaching and mentoring skills to guide teammates.
• Strong technical curiosity and problem-solving mindset.

Responsibilities

• Understand KPIs and how they impact customer support OKRs.
• Respond to customers via phone, email and live chat professionally.
• Coach and mentor agents to resolve issues and empower ownership.
• Monitor frontline channel in real time and assist junior agents.
• Document case data and resolutions in Salesforce clearly.
• Take ownership of issues through to resolution and communicate outcomes.
• Provide constructive customer feedback to the product team.
• Review caseload and feedback with Team Leader for improvements.
• Engage in ongoing professional development and share best practices.
• Identify opportunities for continuous improvement in the support function.

Skills

Strong system acumen

Tech-savvy

Empathy in customer service

Coaching and mentoring

Communication skills

Tools

Salesforce

Job description

ReadyTech (ASX:RDY) exists to help communities thrive, and ReadyTechers flourish on making that change happen. They enjoy taking on challenges that matter to our customers, communities, and the world, and working to solve them with incredible technology that helps navigate complexity, while also delivering meaningful outcomes. ReadyTechers are enterprising, and hungry to make a difference. But, more than ever, ReadyTechers are ready for anything.

The purpose of this role

The Senior Customer Support Agent is responsible for delivering engaging and effective customer service via phone and/or email or live chat, with a view to continuous improvement of our Customer Support OKR’s. The team

provides a 1st class customer experience that makes us stand out from our competitors and ensures our customers love us as much as we love them. The Senior Agents will assist the Team Leader / Customer Support Manager when and as required and will be the escalation point for other less experienced support agents should they need assistance in resolving customer queries.

The key responsibilities of the role

• Understand the team and their individual KPIs, and how they directly impact the Customer Support OKRs
• Take ownership of assigned KPIs, ensuring everything possible is being done to achieve them, and advise their Team Leader if additional support or training is required
• Respond to customer emails, phone calls and live chats in a professional, respectful and empathetic manner, to get their issue resolved as quickly and accurately as possible
• Along with the Team Leader, coach and mentor Customer Support Agents to troubleshoot and solve issues as a second point of contact, while empowering agents to keep ownership of their cases and bring them to resolution independently wherever possible
• Monitor the team's frontline channel to assist in real time with any questions from less senior members of the team
• Ensure all case data and notes within Salesforce are documented, clear, accurate and professional (covering all customer interactions), with case comments and resolution
• Take ownership of issues right through to resolution with the customer and ensure the outcome is immediately communicated back to the customer
• Provide accurate, relevant and helpful customer feedback to the product team when requested
• Review case load and customer feedback periodically with Team Leader to identify and act on opportunities for improvement
• Actively participate in both technical and soft skill professional development
• Identify opportunities for continuous improvement within the Customer Support Function and act as a role model for the team demonstrating best practices at all times

Skills and experience

• Strong system acumen and a curiosity to understand how things work
• Quick learning ability and technology savvy
• The drive to get to the bottom of things
• Able to communicate complex matters in simple terms
• Professional, respectful and empathetic customer service by phone, email and live chat
• Coaching and mentoring skills

Why you should become a ReadyTecher:

• A day off for your birthday- hip hip hooray!
• Additional 4 days of leave each year
• ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
• Hybrid work, with in-house baristas in Sydney
• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
• Company top-up of Government parental leave
• Additional paid leave for miscarriage, endometriosis and menopause
• Volunteer leave
• And plenty of ReadyTech merch drops along the way!

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check.

Location: Australia & New Zealand, New Zealand - Remote

Closing Date: Thursday, 26 November 2026