Customer Support Specialist (Fixed-Term, Wellington)

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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Wellington HQ | Fixed-term contract (immediate start until 30 October 2026) 🚀 🏙️</span></p>\n<p><span style=\"font-size: 10pt\"><br>We're looking for a Customer Support Specialist to join our team on a fixed-term, maternity leave cover contract.<br></span><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">This is a part-time role - 4 hours each morning, Monday to Friday (20 hours per week) - based at our Wellington office on Victoria Street. </span></p>\n<p><span style=\"font-size: 10pt\"><br>At Optimal, we build powerful research tools that help teams make data-driven decisions. Trusted by some of the world’s biggest brands, we’re passionate about user experience and the transformative power of human insight.</span></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\"><br>About the role</span></p>\n<p><span style=\"font-size: 10pt\">As our Customer Support Specialist, you’ll  be the first line of support for our customers, resolving issues, guiding users, and helping us deliver an excellent customer experience. Alongside customer support, a key part of your role will be coordinating our participant recruitment service.  You’ll work closely with customers and third-party providers to ensure studies are filled quickly with high-quality participants, run smoothly, and are set up for success.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What you’ll do:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Handle inbound support inquiries via Intercom and troubleshoot user issues and identify bugs or usability concerns.</span></li>\n<li><span style=\"font-size: 10pt\">Support participant recruitment workflows by reviewing studies, monitoring progress, resolving recruitment issues, and maintaining data accuracy and reconciliation processes.</span></li>\n<li><span style=\"font-size: 10pt\">Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve customer experience.</span></li>\n<li><span style=\"font-size: 10pt\">Assist with the preparation and distribution of invoices for renewing customers, ensuring billing information is accurate and invoices are issued in a timely manner.</span></li>\n<li><span style=\"font-size: 10pt\">Contribute to our automated customer lifecycle communications by preparing data, implementing HubSpot workflows, and supporting campaign content.</span></li>\n<li><span style=\"font-size: 10pt\">Provide general administrative support across Customer Experience, Operations, and broader business initiatives.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What we’re looking for:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">3+ years in a customer support role, ideally within SaaS or tech</span></li>\n<li><span style=\"font-size: 10pt\">Proven ability to work independently and take initiative</span></li>\n<li><span style=\"font-size: 10pt\">Previous experience leading a support team or running projects (ideal but not essential)</span></li>\n<li><span style=\"font-size: 10pt\">Excellent written English and communication skills</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with Intercom or similar customer engagement platforms</span></li>\n<li><span style=\"font-size: 10pt\">Experience using tools like Slack, Notion, Google workspace</span></li>\n<li><span style=\"font-size: 10pt\">Strong judgment and ability to escalate appropriately</span></li>\n<li><span style=\"font-size: 10pt\">Comfortable working remotely and asynchronously across teams</span></li>\n<li><span style=\"font-size: 10pt\">Empathetic, calm, and solutions-oriented</span></li>\n<li><span style=\"font-size: 10pt\">Experience working with third party service providers to complete work  (ideal but not essential) </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">You'll get the opportunity to work for a growing SaaS business and support some of the world’s biggest brands. You’ll be part of our global Customer Experience team, working out of our Wellington office where we have the best views in the city, and a genuinely great office environment. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">If this sounds like a role that excites you, apply now. We'll be interviewing as applications come through. ✨</span></p>",
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