What You'll Do
Handle incoming customer inquiries through chat, email, and phone, using AI-assisted tools to deliver timely and accurate support. Monitor automated conversations and step in when human intervention is needed to resolve issues effectively.
Take ownership of initial ticket responses and triage cases based on urgency, complexity, and required expertise. Maintain consistent oversight of support queues to ensure service level agreements are met and customer issues are managed efficiently.
Conduct outbound follow-up calls to clarify, progress, or resolve outstanding queries. Step in to manage inbound phone support as operational needs arise, always maintaining a professional and empathetic tone.
Identify recurring customer concerns, gaps in automated responses, and friction points in workflows. Provide structured feedback to improve chatbot performance, knowledge base content, and overall support efficiency.
Support the implementation and adoption of new support technologies. Work with internal teams to reduce repeat contacts by addressing root causes and improving service delivery.
Act as an internal advocate for customers by sharing insights on trends and pain points. Help shape improvements that boost satisfaction and retention across the platform.
Manage the company’s Facebook presence by engaging with the community in a positive, brand-aligned way. Guide users seeking support to official channels while ensuring they feel heard and valued.
Requirements
- Eligible to work full-time in New Zealand
- Proven experience in customer support across chat, email, and phone channels
- Ability to work independently in a remote environment with strong time management
- Experience monitoring AI-driven interactions and stepping in when needed
- Skill in identifying weaknesses in automated systems and suggesting improvements
- Track record of handling escalated or dissatisfied customers with empathy
- Experience triaging support tickets and managing workflow priorities
- Ability to detect patterns and recurring issues in customer communication
- Background in contributing to customer experience enhancements
Technical Stack
You’ll work with chatbot platforms, automation tools, customer support ticketing systems, AI-enabled assistance technologies, and Facebook management interfaces.
Benefits
- Fully remote role based in New Zealand
- Direct influence on customer experience quality
- Opportunity to shape improvements in AI-supported service environments
- Active involvement in refining chatbot workflows and knowledge resources
- Role in advancing continuous improvement initiatives
- Hands-on participation in deploying new support technologies
