Technical customer support role

Location: Dunedin or remote in New Zealand

We’re looking for someone to join our support team!

PocketSmith helps people to manage their daily finances and to plan for the future. Our users are an eclectic and intelligent bunch, we love them! You’ll be helping couples, families, budgeting geeks, techs, creatives, businesspeople… the lot.

We’re looking for someone to work in our bank feeds support team (you can find out more here: Bank feeds in PocketSmith). This means you’ll be troubleshooting problems, escalating issues and providing empathetic and helpful email responses to our users.

We're continually improving and refining our processes too, so if you have an eye for spotting inefficiencies and love to problem-solve, let us know what you've got.

Our customer support is web and email based, so you’ll be supporting our users via email and our other online channels. Your hours can be flexible and there are options to work remotely when necessary. You’ll be a hard worker, have a sense of humor, be able to take initiative, and importantly, have empathy for the needs of our customers.

Please get in touch if you:

  • Have an interest in problem-solving issues within a complex data system and software.
  • Have excellent written English and superb reading comprehension.
  • Can communicate effectively using email and text-based chat. You'll be using Slack every day.
  • Live in New Zealand.
  • Are kind, empathetic and like to help people.

The work will involve:

  • Full-time hours.
  • Joining our team either in Dunedin with the flexibility to work remotely, or to work entirely remotely.
  • Working within a team as well as autonomously.
  • Providing technical direction and advice to other members of our support team.
  • Assisting customers who have more difficult queries.
  • Communicating mainly through email, as well as social media and Skype.
  • Contributing ideas on how we can continue growing a global business from Dunedin.

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.
  • Why we should hire you, in 20 words.
  • A writing sample explaining how PocketSmith works in 150 words or less.

We look forward to hearing from you!