Customer Support Specialist

We’re looking for someone who genuinely loves solving problems and empowering small business owners to nail their payroll.

PaySauce makes payroll simple for small businesses. Our customers run cafes, build houses, milk cows and run retail stores. They’re not payroll experts; they’re experts in their own business. You’ll be there when they need help, guiding them to use PaySauce confidently so they can manage their payroll independently. 

We’ve established a strong foundation in New Zealand, becoming a trusted payroll provider for small businesses. Our job is to ensure small business owners can get their payroll done without stress - we are here to guide and support them through.

About the role

You’ll be the voice of PaySauce for our New Zealand customers, handling support across phone, email, and chat. But this isn’t about doing things for customers - it’s about empowering them to succeed on their own. You’ll guide customers through new employee set-up, leave balances, pay calculations, holiday pay, rostering, timesheets and banking. You’ll troubleshoot when things aren’t adding up, explain the “why” behind how things work, and help people understand how to navigate the system so they gain confidence to own their payroll.

Taking ownership of each interaction from start to finish, you’ll make sure customers have truly grasped what they need, and work with other teams across PaySauce to create smooth customer experiences. You’ll use our internal tools (CRM, etc) to ensure that customer needs are documented and shared.

We’re going through an exciting period of growth and change in our Customer Support team. Things move quickly, processes evolve, and there’s energy around improving how we support our customers. If you thrive in fast-paced environments where we’re always looking for ways we can improve,  you’re going to love it here. 

This is a full-time, permanent role based in our Petone office. You’ll need to work from the office most of the time to collaborate effectively with your team and other teams around the business. 

‍What you’ll do

• Respond to customer queries promptly across phone, email and chat, focusing on great outcomes for every customer
• Guide customers to understand and use PaySauce independently, rather than doing tasks for them
• Troubleshoot payroll scenarios and explain solutions in plain language
• Work with other teams across PaySauce to ensure smooth customer experiences
• Handle sensitive payroll and banking information with complete discretion and professionalism.

What you’ll bring

Knowledge of New Zealand payroll is strongly preferred – if you understand payroll rules and what’s important to a small business owner trying to do their payroll well, you'll be well-equipped to help our customers navigate the complexities. Customer support experience is important, ideally in a SaaS environment where you've helped people learn to use software effectively. Familiarity with tools like Salesforce, Intercom, and Google Suite is a plus.

You're someone who can prioritise well, knowing what's urgent and managing your workload so every customer gets great service while critical issues are handled quickly. You communicate clearly and can explain complex concepts simply, whether on the phone or in writing. Building rapport comes naturally to you, and you adapt your style to suit whoever you're speaking with.

When things get busy, you stay calm and can juggle multiple conversations. You see change as an opportunity and thrive in fast-paced environments where things evolve quickly – and you bring energy and enthusiasm for great customer outcomes. 

‍Why you’ll love working at PaySauce

Life is good here with the PayForce. We take care of each other as much as we do our customers: we’re built on being empathetic, kind, and people-first.

We’re committed to supporting your development and ensuring you feel fulfilled and happy at work. We’re dedicated to ensuring everyone feels valued and has a contribution to make to PaySauce’s (very bright) future.

You’ll get health insurance, birthday leave, extra leave if you’re becoming a parent and an invitation to join our employee share scheme. You can ditch the formal office wear - we’re pretty laid back, and the office is fun, friendly and close to shops and cafes. Most importantly, you’ll have an awesome, supportive crew around you in a company that’s really going places. 

Want to apply? Click the link below!