Operations & Customer Experience Specialist

Operations & Customer Experience Specialist

Location: Remote

Engagement Type: Full-Time

About the Client

The client (name will be disclosed as you progress in the recruitment process) is a real-time salary benchmarking and HR insights platform helping organisations make confident, data-driven decisions about pay and people. They work with fast-growing businesses across New Zealand and Australia and operate as a fully remote team.

They take an automation-first, AI-enabled approach to how we work, using technology to reduce manual effort, improve accuracy, and free up time for higher-value work. Their focus is on making complex things simple, for our customers and for themselves.

About the Role

The Operations & Customer Experience Specialist is a broad, hands-on role at the centre of the business. This role supports customers, coordinates day-to-day operations, assists the team where needed, and helps ensure the business runs smoothly behind the scenes.

This role is aligned to a period of growth and change within the business. During this time, the focus will be on building strong foundations across customer experience, internal operations, and team support. The role may evolve over time, and there may be opportunities to extend or reshape the role in the future, subject to business needs.

This is not a traditional admin role. It is a high-trust, generalist position that requires judgement, initiative, and the ability to work independently. You'll be encouraged to think critically about how things are done, identify opportunities to automate or improve processes, and confidently try new tools or ways of working.

The ideal candidate is energetic, organised, and proactive - someone who enjoys variety, learns quickly, and thrives in a fast-paced, remote working environment. This position offers exposure to all areas of operations and customer experience within a growing SaaS company and provides the opportunity to develop broad, hands-on experience in a startup environment.

The Responsibilities

Customer Experience & Support

• Act as a first point of contact for customer questions and support requests
• Resolve issues where possible and escalate appropriately when needed
• Ensure customers have a smooth, responsive, and professional experience
• Maintain clear records and follow-ups so nothing slips

Operations & Business Support

• Support day-to-day operational activities across the business
• Identify gaps, inefficiencies, or repetitive tasks and suggest improvements
• Look for opportunities to automate processes or reduce manual work
• Coordinate internal tasks, documentation, and workflows
• Support the CEO with operational follow-through and prioritisation

Team & Administrative Support

• Provide general team support as needed in a remote environment
• Coordinate meetings, calendars, and logistics
• Organise venues, travel, and equipment where required
• Support onboarding and offboarding administration
• Help keep shared systems, documents, and records organised and up to date
• Create and update presentations
• Support the review and updating of leads and deals on our CRM

Partnerships & Stakeholder Coordination

• Liaise with partners, vendors, and external stakeholders
• Coordinate meetings, documentation, and follow-ups
• Support partnership-related administration and communication

Risk & Compliance Support

• Support risk management and compliance activities using our ISO platform
• Maintain records, documentation, and evidence required for audits and reviews
• Ensure accuracy and attention to detail in compliance-related work

Expectations

This role is well suited to someone who has:

• Strong written and verbal communication skills.
• Excellent organisational skills and attention to detail.
• Ability to work independently, show initiative and manage multiple priorities in a remote environment and is Comfortable with ambiguity and evolving scope
• Creative mindset with the ability to produce engaging content and materials.
• Proficiency with tools such as Pipedrive, Canva, MailerLite, and CRM or marketing automation systems (or a demonstrated ability to learn quickly).
• A proactive approach with a willingness to give things a go and solve problems as they arise.
• Is curious about AI and automation, and is comfortable picking up new tools and learn by doing
• Enthusiasm for working in a small, high-performing team within a startup environment.
• Looks for better, faster or simpler ways to get things done.
• Is calm, reliable and a generalist who enjoys variety.

You don't need to be technical — just open-minded, proactive, and willing to experiment.