Hi, we’re PocketSmith!
We’re at the front lines of the Open Banking revolution, crafting online money management software in over 190 countries in New Zealand. Our customers are money adventurers, and we’re proud to make beautiful tools that help them track their money their way.
We’re searching for a customer champion
We’re growing our Customer Support Team to help support one of our most critical features — our automatic bank feeds. These feeds connect directly to customers’ bank accounts through our third-party providers to import transactions and balances into PocketSmith automatically. There are a lot of moving pieces involved, so technical know-how and great collaboration are key!
We’ve spent 16 years building the market’s most customisable personal finance tool. Our community comprises makers and problem-solvers on their quest for financial success. As they use PocketSmith to guide their travels, our Customer Support Team is always by their side to help them along their journey.
We take a close-knit, boutique approach to caring for our customers. You’ll join a supportive crew of remote collaborators who work closely together and in conjunction with our Product and Engineering Teams to troubleshoot and resolve issues, especially those related to feeds — an area where curiosity and technical thinking thrive.
We’re a remote team based throughout the country, but we take the opportunity to meet together several times a year.
Every day, we connect with thousands of real people and help them be more productive with their money and build a positive future for themselves.
Come join us on this adventure!
Here’s what you’ll be doing:
- Providing email-based technical support to our global customers.
- Supporting users with issues relating to automatic bank feeds — investigating and troubleshooting problems, and working with our upstream providers.
- Collaborating daily with Feeds team colleagues to diagnose issues and improve the customer experience.
- Teaming up with our Engineering team to weed out any issues and suggest and provide feedback on upcoming features.
You’re a good fit if:
- You’re curious, analytical, and love a good puzzle.
- You’re a strong communicator with a clear, friendly writing style.
- You’re empathetic, a great listener, and genuinely care about helping people.
- You have previous customer support experience in a SaaS or tech environment.
- You handle shifting priorities with grace and ask for help when needed.
- You love collaborating and working as part of a supportive, high-trust team.
- You’re technically competent, with a knack for digging into systems, spotting patterns, and solving tough problems — you’re not afraid to work with some JSON data, or learn to do so if you haven’t before.
- You “just get” software — especially well-crafted apps — and can figure things out intuitively.
Bonus, if you have:
- An interest in managing your money and planning for the future — it would be particularly awesome if you’re a PocketSmith user!
- Worked remotely and socialised with a virtual team, especially if you’ve used Slack before.
- Spreadsheet skills! You love a good spreadsheet and may have been a Spreadsheet Wizard in another life.
- Programming knowledge — maybe you did a paper at uni, or have dabbled a bit in your own time.
- Previous experience in Personal Finance Management software or the finance industry.
- Some experience with Help Scout support ticketing and the productivity software stack that PocketSmith uses.
Other things to know:
- This is a full-time, permanent position starting ASAP.
- We offer a flexible work environment, where picking the kids up or heading to an appointment is never an issue. Our proven systems allow our people to manage how their workday is structured.
- You can work remotely, from home or from our Dunedin office.
- You must be legally able to work in New Zealand.
- Applications are open until we find the right candidate.
How to apply:
Please send us an email to [email protected] with the following information:
- Who you are and why you want to work for us in customer support.
- A copy of your CV, please.
- A description of fantastic customer service/support you received recently and what made it great.
- Please pick one of PocketSmith’s values and tell us about a time when you upheld that value in your own life.
We look forward to hearing from you!
