Customer Support Manager

We're looking for a support leader who builds great customer care through a strong team and the systems and operations behind them.

PaySauce makes payroll simple for small businesses across New Zealand, Australia and the Pacific. Our customers run cafes, build houses, milk cows and run retail stores. They're not payroll experts; they're experts in their own business. Payroll is time-critical and people rely on it, so being there when things go wrong matters deeply to us. We’re investing deeply in our Customer Experience function, including the operational side (the tools, data and overall management of how we deliver our service) as well as increasing team capacity and capability. 

About the role

This is a leadership role that owns our Customer Support function: the inbound, reactive care our customers come to us for. It sits alongside Customer Success, our proactive, outbound function, and together they make up the experience our customers feel every day.

You'll lead the Customer Support team and build a collaborative, customer-first culture grounded in curiosity, teamwork and continuous improvement. You'll recruit, onboard and develop people, working with all team members on their professional development and growing their skills. You'll make sure workloads are balanced and sustainable and that we’re meeting expected SLAs across all inbound channels. 

You'll own the service model and how we deliver it, including through an upcoming period of significant product change (migrating current customers to a new payroll experience over the coming years). You'll build a detailed understanding of service load across the team and use it to plan rosters and coverage, resource the team sustainably, and understand and improve cost to serve over time. You'll track a balanced set of measures, including customer satisfaction, first-contact resolution, and response and resolution times.

You'll also own escalation and issue management: keeping clear escalation paths, managing senior stakeholders through critical issues, coordinating with our Development team on urgent fixes and outages, and supporting crisis communications. You’ll ensure quality assurance is embedded in day-to-day support work.

This is a full-time, permanent role based in our Petone office. We're looking for someone who can be in the office most days to collaborate with their team and the wider business, with flexibility to work from home as needed. The current expectations for the Support Team is in office three days per week. 

About the team

You'll lead the Customer Support team and report to our Head of Customer Operations. You'll work across the wider Customer Experience teams, which include Customer Operations, Customer Success, Onboarding and a dedicated local team for our Australian product. This team is critical to our business success, and it's a team in a period of real growth and change. Things move quickly, processes evolve, and there's genuine energy around building a better way to support people. We're about to go through a multi-year transition bringing customers onto our new products, so support is heading into an exciting but genuinely complex period, and leading the team well through it is a critical part of landing that transition.

About you

You're systems-led and improvement-minded. You understand sound support principles such as coverage, responsiveness and quality, but you apply them in a modern way through tooling, automation and customer enablement rather than effort and headcount alone. This is not a traditional call-centre management role.

You've designed and implemented a service model, tooling or automation transformation, owning the design and delivery rather than running a model someone else built. You've got hands-on experience configuring and optimising modern support tooling, going beyond day-to-day use to shape how the tools are set up, governed and improved. You've held real accountability for cost to serve and for a team and tooling budget, and you've set service standards and resourced a team with a sound understanding of data. 

You're a strong people leader who builds trust. You're data literate and comfortable acting on what service-load and performance data tells you. You can translate complex information into plain, customer-friendly language in the PaySauce voice, and you sequence change carefully to protect customer trust. You stay calm and capable under pressure, handle escalations and conflict well, and work effectively across Customer Success, Product, Finance and Development. Payroll, FinTech/RegTech or SaaS experience is a strong advantage, as is hands-on experience with platforms like Intercom, and a working knowledge of New Zealand payroll and employment law, or the ability to build it quickly.

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 easygoing, 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 to apply for this role by 19th July, 2026. We're looking forward to hearing from you!