Customer Support Consultant - Smartly

A bit about Smartly, a Datacom Company 

Smartly helps thousands of Kiwi businesses pay their people right — and we're on a journey to become one of New Zealand's most trusted multi-product SaaS brands. We're passionate about combining smart tech, human insight, and exceptional service to make business simpler, faster, and more connected. 

About the Role 

As a Smartly Consultant, you'll be a key point of contact for our customers, helping them get the answers they need and the most from our software. You'll deliver friendly, professional support, focus on resolving queries first time, and help create a positive experience that keeps customers coming back. 

If you enjoy helping people, solving problems, and building your knowledge, this could be a great next step. You'll develop a strong understanding of Smartly's software and related products, working alongside a supportive team that values collaboration, continuous learning, and excellent service. 

What You Will Do 

• Deliver polite, professional, and timely customer support, focusing on first-time resolution and customer satisfaction. 

• Communicate clearly with customers and maintain accurate, useful case notes. 

• Escalate customer feedback or complaints to the Customer Support Team Leader when required. 

• Build and maintain your knowledge of Smartly's software and related products. 

• Use our Knowledge Base and other internal resources to find answers, and contribute updates to keep information accurate and helpful. 

• Manage your availability and status in contact centre systems in line with your roster. 

• Work with internal teams and third parties to achieve timely, high-quality customer outcomes. 

• Participate in training and coaching, sharing ideas that improve our service and ways of working. 

• Follow privacy, company, and health and safety policies. 

What You Will Bring 

You'll bring a customer-focused approach, a willingness to learn, and the ability to work through problems calmly and effectively. You enjoy working with others and take pride in delivering a high standard of service. 

• Strong written, verbal, and interpersonal communication skills, with the ability to adapt your approach to different audiences. 

• Effective problem-solving and organisational skills. 

• The ability to manage varied tasks while maintaining accuracy and consistent service. 

• Proficiency in MS Office applications, including Excel, Word, and Teams, as well as Dynamics 365. 

• A collaborative approach and the ability to build positive relationships with customers, colleagues, and external partners. 

• A proactive attitude towards learning, feedback, and continuous improvement. 

• A Bachelor of Commerce or similar degree, or NZPPA certification, would be an advantage. 

Why Join Us at Smartly? 

We're more than just payroll — we're building tools to make Kiwi business life easier, and we're growing fast. As part of the Smartly team you'll: 

• Make a meaningful difference to customers through the support you provide every day. 

• Be part of a culture that values curiosity, collaboration, and continuous improvement. 

• Enjoy flexibility, social events, and opportunities to grow your skills. 

• Build your product knowledge through training, coaching, and hands-on experience. 

• Collaborate with talented, passionate people across multiple disciplines. 

This is an opportunity to build your expertise, contribute your ideas, and help Kiwi businesses feel confident using Smartly. 

Please note: If you are applying for our Wellington location, this role is currently based at our Lower Hutt head office. We'll be making an exciting move to Wellington CBD in the near future, so you'll need to be comfortable working from both locations during the transition.