_{03rd August, 2026}

Customer Support & Success Team Lead

Build the support function behind one of New Zealand's fastest-growing SaaS scale-ups. 

Build something. Don't just maintain it. Most support roles ask you to inherit someone else's processes.

This one asks you to build them.

We're partnering with a high-growth software division inside one of New Zealand's most established global technology companies. For almost four decades, the wider business has been exporting New Zealand-designed technology to more than 170 countries. Today, its fastest-growing SaaS platform is entering its next chapter, with major expansion into Australia already underway.

They're looking for their first Customer Support & Success Team Lead to help build the function that will support that growth.
This isn't a traditional support role. Yes, you'll solve technical problems.
But you'll also:

• Build scalable support processes and documentation.
• Lead and mentor an AU-hours support team member.
• Create customer onboarding and training programmes.
• Reduce repeat support issues through smarter systems.
• Work alongside Product, Engineering and Leadership to improve the platform.
• Help shape what a modern customer support and success function should look like.

If you've ever looked at a support team and thought...
"There has to be a better way of doing this."
...this is your opportunity to build it.

You'll love this role if... You enjoy solving technical problems—but get even more satisfaction from making sure they never happen again.
You naturally:

• Spot patterns others miss.
• Improve processes without being asked.
• Write things down so the whole team gets better.
• Stay calm when customers are under pressure.
• Like owning outcomes instead of following instructions.

You'll be trusted to build, influence and improve—not simply answer tickets.
What you'll bring We're looking for someone with:

• 3+ years in Technical Support, Helpdesk or Systems Administration
• Experience supporting SaaS or cloud-based applications
• Confidence troubleshooting software, hardware and networking issues
• Working knowledge of SQL
• Ideally experience with Jira, Confluence and Microsoft 365
• Outstanding communication skills with both technical and non-technical customers
• A continuous improvement mindset.

Experience with customer success, onboarding or training will put you ahead of the pack.

Why this opportunity stands out
✅ Join a stable, globally recognised New Zealand technology business with the energy of a scale-up.
✅ Help build—not inherit—a high-performing support function.
✅ Play a key role in the Australian expansion of a rapidly growing SaaS platform.
✅ Lead people, influence process and help shape customer experience.
✅ Receive professional coaching to accelerate your success.
✅ Genuine career progression as the platform continues to grow.

This probably isn't for you if...

• You prefer highly structured environments where every process already exists.
• You need someone to tell you what to do next.
• You simply want to close tickets and move on.

This role is for builders.

People who see chaos as an opportunity to create something better!

Apply now If you're excited by the opportunity to build the customer support function for one of New Zealand's most exciting enterprise software growth stories, we'd love to hear from you.

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