Customer Experience Manager

About the Company and Role

Join a Kiwi-owned fintech startup revolutionizing personal finance through AI technology designed to help ordinary New Zealanders save money across all aspects of their financial lives. As we rapidly expand, especially with teams in both the UK and Auckland, we're seeking motivated individuals in New Zealand to serve as vital links between our innovative technology and the clients who benefit from it. This position offers a dynamic startup environment—fast-paced, continually evolving systems—and is best suited for self-driven individuals ready to contribute actively rather than wait for instructions.

Responsibilities

• Engage directly with clients via email and telephone to humanize our AI-powered services.
• Serve as a personalized guide, assisting clients in completing necessary tasks such as switching services, collecting information, and handling various administrative duties to ensure smooth processes.
• Coordinate locally in New Zealand while liaising closely with the UK team to maintain prompt client support.
• Manage and update client data using internal tools to keep profiles accurate and ready for strategic planning.

Growth Opportunities

• Advance into product management roles involving strategic decision-making and direct application of our AI tools for clients.
• Step into leadership positions as the Auckland office expands, becoming a key knowledge resource within the team.

Candidate Profile

• Excellent interpersonal skills that foster strong connections with clients through various communication channels.
• Proactive problem-solver who willingly assists clients with detailed tasks and issues.
• Comfortable operating in a fast-moving, evolving startup atmosphere without a perfectly established system.
• Tech-savvy with the ability to quickly adapt to new software and applications.
• Independent and dependable, capable of managing work hours effectively in coordination with a primarily UK-based team.
• Ambitious and motivated by rapid career advancement opportunities within a growing company.

Compensation and Work Arrangement

• Competitive full-time salary ranging from NZD 55,000 to 75,000, plus performance bonuses.
• Hybrid working model combining office presence with remote work from home.
• Opportunity to influence product development directly through client feedback.

Additional Information

No prior finance experience is needed as training will be provided. What matters most is your ability to connect with people and embrace a growth mindset. Background in retail, hospitality, or sales is welcomed, especially if you are seeking to break through career limitations. Personal finance knowledge is an asset but not required.

Recruitment Process

• Shortlisted applicants will discuss daily role expectations, testing procedures, and traits of successful team members.
• The selection steps include a brief initial test, an introductory conversation, and a subsequent interview.

Why Join Us?

• Significant potential for career progression.
• Be part of a pioneering and impactful fintech venture.