Loaded Looking for Customer Support Specialist at Queenstown, Otago, New Zealand Full Time

We’ve had a relatively unique journey getting our Loaded platform to where it is today.

Originally we built a 13 site hospitality group across the country, and ran into all sorts of difficulties using existing systems and processes to run these businesses properly.

We first built Loaded to solve our own problems and after the success this created for us we’ve been thrilled to be able to share it with thousands of our customers in New Zealand and see a big difference in the performance of their business and a big boost to the lifestyle they are able to lead.

We now have a strong market leader position in New Zealand and we’re expanding our presence in Australia, which means that we have a growing customer base of bar, restaurant and cafe owners to support.

To date, the incredible Sophie has taken point on supporting our customers, with help from our development team and others in the business. As our customer base grows and we continue to build new features, Sophie is building our customer team and we’re now looking for our first full time dedicated Customer Support Specialist to join the Loaded team.

In this role you’ll own the relationship with our customers from their first touchpoint with us through to the resolution of their query or issue.

If it’s a challenge that sounds like you might be up for then read on….

A Bit About The Work We Envisage

We believe the heart of hospitality lies in creating exceptional experiences. As Loaded’s Customer Support Specialist, you will be more than just a support representative – you will be an ambassador for our brand’s commitment to service excellence. Your role will not just be about resolving technical support queries, but understanding, engaging, and delighting our customers, embodying the values that drive our mission in the hospitality industry. Your dedication to customer care will not only make our platform more user-friendly and effective, but also resonate with the hospitality spirit that defines us.

First and foremost, this job will be the first point of contact that a customer has with Loaded when they encounter something that doesn’t work quite right or as they expect. From here, you’ll dive into understanding a bit more about their issue and what it is that they’re trying to achieve, and hopefully be able to resolve the issue for them quickly while keeping a smile on their face.

Sometimes things will arise that are pretty technical in nature. When this happens, you’ll partner with our engineering team to pass on the issue to them, but stay in touch with the customer to keep them up to date with how we’re doing with resolving things for them.

We’d also love you to help us get our internal documentation sorted around things like common issues and problems so that we’re building our internal knowledge about these things – both to scale our support efforts but to also inform our product roadmap. As you’ll be on the front line, our engineers and product team will look to you to pass feedback on to help make decisions about what our customers need the most.

We’re also keen to improve our external facing resources so that our customers can self-serve the most common support related questions, too. This might look like writing blog and help centre posts, but really we’re looking to educate our customers so they’re able to work through things themselves as much as possible, and we think that this role would be ideal for building that out.

Requirements

A bit about you

You’ll have customer service at the heart of every interaction you have with our customers, and this will probably come either from your previous experience working in a customer support role (even better if you’ve worked in a SaaS business before!) or you have deep experience in hospitality, ideally in management or operations.

You’re someone who is technically capable with a knack for making difficult things sound simple. You’re up to answering all sorts of questions and solving all sorts of problems that come through to us via various platforms, like email, chat and phone. You might even have experience with Zendesk, the tool we use to manage customer support interactions. Something you’re really great at is writing and you have the ability to chat with people from all walks of life.

You’re known for showing resilience and bouncing back quickly from the inevitable challenging customer conversation. You have a big smile that you can never hide and a warmth and empathy that comes through in everything you do.

Some More Info About Us

We really love working from an office and it’s kind of nice that it’s in a great part of the world in Queenstown, so ideally, you would be working from here, but we’re open to remote working from elsewhere in New Zealand. If you are Australian based, that could work too, so long as you are prepared to go into an AU office once we have a team on the ground there.

You’ll report directly to the aforementioned incredible Sophie. Sophie’s been with Loaded for 6 years, run lots of bars and restaurants and even a few marathons, so expect to learn heaps from her.

Culture is of course important to us and we always look for the following in every team member that joins us.

• Proven persistence in overcoming hard stuff
• The curiosity to always be learning and looking around corners
• An open mind to hearing others point of view, while always being prepared to put their view forward
• Someone the rest of the team feels they can always rely on to follow through
• Someone the rest of the team will enjoy spending time with
• Someone who thinks customer first and everything else second

In your cover letter feel free to be informal and tell us why you would actually like to come and join us. Don’t read any blog articles on what we might be looking for, just tell us what you’re thinking and what you’re all about. The less jargon the better. It’s important to us that new people joining our team are excited about what they can bring to the table that will help Loaded deliver a great product that gets solid results for our customers so talk a little about that too.

Benefits

We don’t like to oversell the perks of the job, as we prefer people who genuinely love the satisfaction of the results hard work brings, but our office in Queenstown has an exceptional view, the coffee is good and heaps of the team are out riding bikes and skis before and after work.