Senior Customer Support Specialist

We’re looking for a payroll expert who loves solving complex problems and empowering both customers and team members.

PaySauce makes payroll simple for small businesses across New Zealand. 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 the go-to expert for our most complex payroll challenges, while mentoring our support team to deliver exceptional service.

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.

About the role

You’ll be the go-to person for our most complex payroll challenges, handling intricate support cases that require deep expertise. Your day-to-day will involve tackling complex payroll compliance questions, tax regulations, legislative requirements, and escalated technical issues. You’ll guide customers to understand the “why” behind payroll rules and help them gain confidence in managing their obligations.

But you won’t just solve problems - you’ll play a crucial mentorship role within the team. You’ll coach our junior and mid-level support specialists, provide real-time guidance on challenging tickets, and lead training sessions on payroll topics and product features. You’ll help maintain consistently high standards across all customer interactions.

This is an especially exciting time to join PaySauce. We have some significant changes planned for our New Zealand product in the year ahead, and we’re implementing new tools like Intercom to elevate our customer experience. You’ll have the unique opportunity to be a part of building and refining these processes and contribute to new product development from a customer support perspective.

You’ll collaborate with our Product and Development team to relay customer feedback, stay current with New Zealand payroll legislation changes, and identify opportunities to improve our processes and systems. You’ll work across PaySauce to ensure our customers experience expert, empathetic support at every touchpoint. 

This is a full-time, permanent role based in our Petone office. We're looking for someone who can be in the office around 3 days a week to collaborate effectively with your team and other teams around the business. The rest of the time? Work from wherever works best for you.

About the team

You’ll join our Customer Support team as a payroll subject matter expert. This team is the voice of PaySauce for our customers, providing support across phone, email, and chat to help small business owners navigate their payroll with confidence. The team is going through a period of growth and change - things move quickly, processes evolve, and there’s real energy around improving how we support our customers. 

Reporting to our Customer Support Manager, you’ll work closely with the entire support team, Customer Success, Onboarding and Sales as needed.

About you

You have extensive New Zealand payroll expertise - deep knowledge of compliance, tax regulations, and legislative requirements that ideally comes from experience with a payroll SaaS provider or similar technology environment. You understand what’s important to small business owners trying to get payroll right, and you can navigate complex scenarios with confidence. This payroll foundation is essential; we’ll teach you the intricacies of PaySauce as a product, but you need to bring the payroll knowledge.

You’ve worked in senior or specialist customer support roles where you’ve handled complex technical inquiries and escalations. You know how to balance delivering expert service with empowering customers to understand and succeed on their own. You lead by example, championing quality, empathy, and customer advocacy in every interaction. Experience with customer support systems like Salesforce and Intercom is helpful. 

You’re an exceptional communicator who can translate complex payroll concepts into clear, accessible guidance for diverse audiences and share knowledge effectively. Building rapport comes naturally, whether you’re supporting a stressed business owner or coaching a teammate through a tricky scenario. You’re self-motivated and collaborative, able to prioritise effectively and manage multiple priorities without losing sight of quality. 

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 on the link below to apply by Friday 6 February. We look forward to hearing from you!