Kawenga Kāraho me Kiritaki Platform and Customer Support

Unifying our customer experience across physical and digital channels our Digital Product & Design team build and deliver products where technology meets our customers web app and retail  
 
This role is responsible for responding to Z and Caltex mobile app customer queries via e-mail and occasionally phone supporting the rapid adoption of our digital customer experiences. The role will manage Tier 2 support cases mostly the more complex digital product support customer issues that occur for Z and Caltex mobile app customers but there may be Tier 1 support case from time to time. 

Queries are received via e-mail either directly from customers or escalated from our contact centre (Tier 1 Support). The role will ensure that Tier 1 support can handle simple issues and knows when and how to pass on the more complicated ones to Tier 2 support and will also manage the escalation and monitoring of cases to Tier 3 support when required 

Periodic support reporting and close collaboration with Product Managers is conducted so to not only ensure customer issues are resolved swiftly but also to capture and address any underlying systemic drivers causing customer friction. The role will also improve and add to our Knowledge Base located on the Salesforce Service platform to improve our current customer support efficiency and set up for the future of self help 
 
This role is a 12 Month Fixed Term Contract  
 

You will have the opportunity to 

• Provide high quality customer support experience for our digital product users  
• Respond to investigate and resolve customer queries and issues across our suite of digital platform experiences in mobile apps and online 
• Demonstrate high customer empathy owning and where possible resolving their queries and issues at first contact  
• Log issues and bugs troubleshoot and collaborate with the Z team and its partners to provide an awesome customer support experience and drive for the best Customer Effort Scores.  
• Collaborate and work cross-functionally across the business collaborating with various teams to investigate customers issues and improve customer experience. 
• Participate in incident management process  
• Work closely with the Product Managers: Identify opportunities for improvement across the digital product portfolio analysing customer feedback and issues to provide insights into potential improvement opportunities and requirements.  
• Improve and document standard operating procedures How to Guides and FAQs and processes 

Qualifications :

What youll bring to Z 

• Demonstrated experience within a customer service/support role 
• Experience in technical support (T2 ticketing systems app support etc)   
• Comfortable working with SLAs and able to prioritise efficiently across multiple tasks 
• High levels of customer empathy with strong levels of written and verbal communication 
• A mindset of continuous improvement  

And of course youll be passionate about what matters to Z embracing and living our values to help us deliver on our aspirations and broader commitment to Aotearoa New Zealand. 

Dont meet every single requirement At Z we are dedicated to building a diverse inclusive and authentic workplace so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyway. You may be just the right candidate for this or other roles. 

Additional Information :

What we can offer you  

• The balance of hybrid working enjoy some of your week at home and some in our welcoming office space 
• The opportunity to contribute and be part of a supportive team that is here to make a difference 
• A chance to build your own capability through learning from some of the industrys most knowledgeable people who have a desire to share their insights along with access to upskilling opportunities and career development across the organisation 
• Two days a year to do Good in your Hood though our volunteering scheme a chance for you to help others in your community in a meaningful way to you 

The base salary range for this role is $80K to $95K per annum we also offer a 5% KiwiSaver employer contribution.  

Why Z 

Z has always been a proud Kiwi company. Were aspirational for our future confident of our role in Aotearoa New Zealands success and deeply loyal to our customers communities and people.  

At Z we focus on achieving extraordinary outcomes by setting the appropriate context rather than by telling our people what to do. By doing this high performing and talented people deliver better results and are more personally fulfilled. 

We care deeply for our people while pushing them to achieve their best as individuals and collectively as an organisation. Our flexible working approach and Rainbow Tick and Gender Tick accreditations - backed by our strong company values Tū Kaha Stand Up Tū Maia Speak Out Tū Kotahi Side by Side - have created an open and inclusive workplace that promotes personal development and is underpinned by a desire for our people and our communities to succeed.  

One of the things we stand for at Z is Diversity & Inclusion. It is our belief that having a diverse workforce make it possible for our people to truly be themselves and deliver on our aspirations for Z.  

Were distinctive in our approach and if youre up for a challenge wed love you to be part of it. If Z sounds like a place you believe you can add value and grow your own capability then make sure you read Our Why. This is our founding document and provides further insights in what it means to part of the Z whānau.  

If Z feels like a good match for your head and your heart come join us for one heck of a journey! 

Whakauru  Apply 

Please include a cover letter in your application telling us why youre a great fit for Z. 

Applications close: Friday 12/12/25

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time. 

To be considered for this position you must have the legal right to live and work in New Zealand. 

Remote Work :

No

Employment Type :

Full-time