Join a dedicated support team focused on delivering seamless customer experiences in the Education sector. In this fixed-term, fully remote position based in New Zealand, you’ll play a central role in managing customer interactions across chat, email, and phone channels, supported by AI-driven tools.
Key Responsibilities
- Handle incoming customer inquiries using chat and email, including managing AI-assisted conversations and stepping in when escalation is needed
- Monitor chatbot performance, identify shortcomings in responses, and provide structured input to refine accuracy and tone
- Conduct proactive outbound calls to clarify, advance, or resolve customer issues
- Deliver phone support as needed, ensuring timely and empathetic resolution
- Respond promptly to support tickets, assess complexity, and assign them appropriately to maintain workflow efficiency
- Track queue performance and ensure all interactions meet established service level targets
- Detect recurring issues, system limitations, and process bottlenecks, then contribute to solutions
- Help refine chatbot logic and update knowledge base content to improve self-service success
- Support the adoption of new support technologies and tools across the team
- Work with internal teams to address root causes of repeat customer contact
- Share insights on customer trends and pain points to influence experience improvements
- Manage the company’s Facebook presence by engaging constructively with the community and guiding support requests to official channels
Requirements
- Holding full working rights in New Zealand and ability to work remotely from within the country
- Proven experience in customer support environments that use AI and automation
- Strong ability to prioritize tasks and make independent decisions under pressure
- Track record of meeting SLAs across multiple support channels
- Skill in identifying gaps in automated systems and providing actionable feedback
- Experience with ticket triage, workflow coordination, and queue management
- Ability to recognize patterns in customer interactions and suggest system or process improvements
- Experience supporting chatbot optimization and maintaining knowledge resources
- Capable of collaborating across teams to reduce customer effort and repeat contacts
- Professional and empathetic approach when handling escalated or dissatisfied customers
- Familiarity with managing a company Facebook page and engaging with online communities
Technology Environment
chatbot platforms, automation tools, AI-powered support systems, ticketing systems, knowledge base software, Facebook
Work Arrangement
This is a fully remote role for candidates based in New Zealand. You will report to the Senior Manager of Customer Support and operate within a structured, outcome-driven environment.
