Customer Support Manager

About PaySauce

PaySauce simplifies payroll for small businesses in New Zealand, Australia, and the Pacific. Their customers are experts in their respective industries—from cafes to construction to agriculture and retail—who depend on reliable payroll services. Understanding the time-sensitive nature of payroll, PaySauce values responsiveness and support when issues arise.

Role Overview

As the Customer Support Manager, you will lead the inbound customer support function, focusing on reactive assistance, while coordinating alongside the proactive Customer Success team. Reporting to the Head of Customer Operations, you will collaborate with multiple teams including Customer Operations, Onboarding, and the Australian branch. This role is key during a transformational phase as customers transition to new products, requiring strong leadership and operational expertise.

Key Responsibilities

• Lead and nurture a collaborative, customer-centric culture emphasizing curiosity, teamwork, and ongoing improvement.
• Recruit, onboard, and develop team members, supporting their professional growth and skill advancement.
• Manage workloads effectively to meet service level agreements across all inbound channels.
• Own the service delivery model, especially during the migration to a new payroll platform.
• Analyze service demand to plan rosters and allocate resources sustainably, aiming to reduce service costs over time.
• Monitor balanced metrics including customer satisfaction, first-contact resolution, and response and resolution times.
• Manage issue escalations with clear protocols, engage senior stakeholders, coordinate with Development for urgent fixes and outages, and handle crisis communications.
• Integrate quality assurance processes into everyday support activities.

Candidate Requirements

• Experienced leadership in people management with a coaching approach built on trust and empowerment.
• A systems-focused mindset emphasizing support tools, automation, and enabling customers rather than relying solely on manpower.
• Proven success designing and executing service models, toolings, or automation transformations, owning their creation and implementation.
• Hands-on expertise configuring, optimizing, and governing modern support tools.
• Accountability for budget management including team and tooling expenses with data-driven resourcing decisions.
• Calm and competent under pressure, skilled in escalation and conflict resolution, and collaborative across functions such as Customer Success, Product, Finance, and Development.
• Experience in payroll, FinTech, RegTech, or SaaS is strongly preferred; practical knowledge of platforms like Intercom is advantageous.
• Familiarity with New Zealand payroll and employment law or the capacity to acquire this knowledge swiftly.

Why Work at PaySauce

• Join a supportive team culture that values empathy, kindness, and putting people first—including both colleagues and customers.
• Strong commitment to personal development, ensuring employees feel valued and part of the company’s promising future.
• Benefits include health insurance, birthday leave, additional leave for new parents, and opportunity to join the employee share scheme.
• A relaxed office environment located near shops and cafes with no formal dress code.
• Real opportunity to influence support delivery in a company undergoing dynamic growth and product evolution.

Additional Information

Applications are accepted until 5pm, Friday 28th August.