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Customer Support Specialist (SAAS) | NZ | WFH
Job Location:
Salary:
Experience Required:
Posted:
30 September 2026 (Yesterday)
Posted:
Application Deadline:
28 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Setup and Location: WFH
Work Schedule: 9:00 AM-6:00 PM (NZ) 5:00 AM-2:00 PM (PH Time)
Employment Type: Full-time
Ready to do work that actually excites you
Youll be responsible for turning customer problems into customer success. Trade businesses rely on client to run their day so when something isnt working youre the person who makes it right fast. Youll handle front-line support across phone email chat and ticket channels resolving technical and product queries with accuracy and genuine care.
Youll partner closely with the Customer Support Lead Product and Engineering to surface patterns in customer issues and translate them into actionable feedback that makes Fergus better. Youll be expected to work confidently with the Fergus tech stack (including HubSpot and Intercom) and to use AI-powered tools with sound judgement to improve your speed and quality without compromising the customer experience.
Success in this role is measured by resolution quality customer satisfaction and the degree to which your work directly reduces repeat contacts and improves the product experience for our customers.
What Youll Do
Youll be the kind of person who:
- Handle front-line customer enquiries across phone email live chat and ticket channels resolving issues accurately and to satisfactory completion.
- Own the full ticket lifecycle in the support system from initial triage through to resolution follow-up and closure.
- Diagnose technical and non-technical product issues using structured problem-solving and communicate root cause clearly to customers at their level of technical literacy.
- Collaborate with Sales Customer Success Marketing Product and Engineering to escalate resolve and close the loop on customer-reported issues.
- Leverage the full CS tech stack (including HubSpot Intercom FIN and Fergus product data) to manage your support pipeline efficiently and deliver a more personalised customer experience.
- Use approved AI-powered tools to assist with drafting communications summarising customer session notes and identifying recurring issue patterns to reduce manual effort without compromising quality.
- Always review AI-generated outputs for accuracy and tone before they reach a customer and only use tools approved by Fergus for handling customer data.
- Stay current with emerging tools relevant to support and customer success; share observations and suggestions with the Customer Support Lead on what could improve team efficiency or reduce contact volume.
- Produce and maintain Help Centre content (articles videos and product images) that reduces contact volume and empowers customers to self-serve.
- Test product workflows and sample data sets to verify expected behaviour feeding structured findings back to Engineering.
- Identify and surface patterns in customer feedback that indicate product gaps usability issues or training needs contributing to the teams voice-of-customer input to the product roadmap.
Requirements
What You Bring
Were looking for someone with:
- 2 years experience in a customer-facing role ideally within a SaaS or technology environment.
- Experience using help desk tools CRM systems and workflow automation platforms such as HubSpot and Intercom.
- Comfortable using AI tools (e.g. Claude ChatGPT Microsoft Copilot Gemini) in a work setting with an understanding of where they help and where they dont.
- Ability to write and edit documentation including internal knowledge base content and customer-facing Help Centre articles.
- Interest in SaaS workflow tools or field service industries desirable.
- Degree-level education or equivalent professional experience desirable.
Highlighting the key technical language and job-related skills required
- Customer Relationship Excellence: Builds and maintains strong relationships with trade business customers by responding with empathy accuracy and follow-through. Understands the urgency of support for customers whose livelihoods depend on Fergus working.
- Technical Troubleshooting: Diagnoses product issues systematically using structured logic to identify root cause. Communicates technical findings clearly to non-technical customers without jargon.
- Written & Verbal Communication: Produces clear accurate and appropriately toned written responses across all support channels. Adapts style to the customers technical literacy and emotional state.
- Product & Tech Stack Proficiency: Works confidently in HubSpot Intercom and related CS tooling to manage pipeline and deliver personalised support.
- AI Usage & Application: Applies AI tools to support work with sound judgement and appropriate human oversight.
- Baseline (required): Comfortable using AI tools daily for drafting responses summarising session notes and retrieving knowledge base content. Knows when AI output requires human review before sending to a customer and only uses tools approved by Fergus for handling customer data.
- Intermediate (strongly preferred): Uses AI to identify patterns across support tickets generate first-draft Help Centre articles and accelerate diagnosis of recurring issues. Provides structured feedback to the team on where AI tooling performs well and where it falls short.
- Advanced (desirable): Contributes to evaluation of AI-assisted support tooling (including chatbot accuracy and deflection quality) and identifies opportunities to automate repetitive support workflows or improve self-service content.
Competencies Required
- Problem Solving
- Customer-Centric Thinking
- Outcome-Oriented Decision Making
- Strong Interpersonal Skills
- Organisational Discipline
- Written Communications
Benefits
Why Youll Love Working Here
- HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
- Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
- Employee Engagement Activities: Year-End Party Family Day Team Building and more!.
Lets Talk
If youre thinking this sounds like meit probably is. Click apply. We cant wait to meet you.
Required Skills:
2 years experience in a customer-facing role ideally within a SaaS or technology environment. Experience using help desk tools CRM systems and workflow automation platforms such as HubSpot and Intercom. Comfortable using AI tools (e.g. Claude ChatGPT Microsoft Copilot Gemini) in a work setting with an understanding of where they help and where they dont. Ability to write and edit documentation including internal knowledge base content and customer-facing Help Centre articles. Interest in SaaS workflow tools or field service industries desirable. Degree-level education or equivalent professional experience desirable.
Required Education:
Bachelors degree in Information Technology Computer Science or a related field (Masters preferred).
