Customer Manager

Are you passionate about customers, technically confident and comfortable getting hands-on with day-to-day delivery?
We’re looking for an experienced Customer Manager to lead a small customer service team within an established New Zealand technology business.

• Lead a small, experienced customer service/ service delivery team.
• Work across customer support, delivery of projects and client implementations.
• Varied, hands-on role where you can make a genuine impact.

The role You’ll manage one direct report while remaining actively involved with customers and service delivery. Your responsibilities will include:

• Leading and coordinating the customer service function.
• Managing customer requests, incidents and escalations through Zendesk.
• Building trusted relationships and communicating progress clearly.
• Delegating work while supporting the team with complex issues.
• Gathering customer requirements and feeding information back to technical teams.
• Coordinating projects and supporting client implementations.
• Supporting presentations, proposals and documentation.
• Assisting with DNS administration, updates and troubleshooting.
• Identifying opportunities to improve service delivery and the customer experience.

What we’re looking for

• Experience across customer service, technical support, customer success or service delivery.
• Previous experience leading, mentoring or coordinating others.
• Excellent written and verbal communication skills.
• Security first mindset
• Strong requirements-gathering, documentation and problem-solving skills.
• Working knowledge of SMTP and HTML.
• Experience using Zendesk or a similar ticket-management system.
• Some hands-on DNS administration experience is essential.
• Strong attention to detail and a collaborative, team-focused approach.

If you enjoy working closely with customers, understanding the technology and personally helping to get the work done, we’d love to hear from you.
  
For further details please apply below and Elroy and Sian will be in touch with next steps 
  
Please note that we are only able to consider candidates who currently hold a valid visa or the appropriate rights to work in New Zealand.