CX Operations Specialist

We're looking for someone who knows how to build a great customer experience through the tools behind it, including AI, automation, content and channel management.

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. We're investing in AI and automation to give our customers more ways to get help, not fewer. This role exists to build that out across the board: sharpening the channels our human support team works in, and growing our AI and self-service capability alongside them. It's about a stronger, more personalised experience on every channel, built and maintained by a team who knows customer operations well.

About the role

This is a hands-on customer operations role focused on building and running the AI, automation and digital tooling behind our support.

You'll configure and continuously improve our support agents (Intercom/Fin), write and maintain the content and rules that drive their answers, and build in-product guidance like tooltips and product tours so customers get help in the moment. You'll design the ticket types, workflows, routing and triage that get customers to the right answer or the right person faster, and you'll use customer and conversation data, including attributes, history and context, to make the whole experience more personalised rather than generic.

A core part of the role is quality. You'll run QA on live AI conversations, catch where things are going wrong, and trace each issue back to the content or rule that needs fixing, then check your fixes don't break something else. To keep all of this grounded, you'll also handle a portion of live customer support across channels, so you're improving the system based on what customers are actually asking, not what you imagine they're asking.

You'll join our growing Customer Operations team. Most of the volume right now is in New Zealand, but we have a growing presence in Australia, as well as customers around the Pacific on a different product. We’re growing and strengthening our Customer Operations capability and capacity ahead of predicted growth and complexity. You'll be thinking about how to build consistency and quality across markets and across products. On top of that, we're about to go through a multi-year transition bringing customers onto our new products, so customer operations is heading into an exciting but genuinely complex period. Growing this team, and getting the tooling and experience right as we go, is a critical part of landing that transition well, and you’ll play a significant part in shaping this. 

This is a full-time, permanent role based in our Petone office. We're looking for someone who can be in the office 3 days a week to collaborate with your team and the wider business. 

About the team

You'll join our newly formed Customer Operations team, reporting to our Head of Customer Operations. You’ll work across the wider Customer Experience teams, including Customer Support, Customer Success, Onboarding and a dedicated local team for our Australian product. This team is the voice of PaySauce for our customers across New Zealand and Australia, 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. You'll also work closely with our Product and Development teams where your work needs system changes or integration.

About you

You care about creating great experiences for customers, and you know how to build them through the tools that sit behind the scenes. You've designed and run channel management, balancing AI, automation and human handling, in a platform like Intercom, and you've got the hands-on experience to configure and improve AI support agents or chatbots (Intercom/Fin is a strong advantage). For you, the tooling is never the point in itself. It's how you deliver a better experience to more customers without losing the personal touch.

You understand customer and conversation data, and you know how to use it. You're comfortable with customer attributes, conversation data, ticket types and workflows, and you know how to put them together to create personalised service at scale rather than a one-size-fits-all one. You think in terms of routing, triage and resolution, and you can see where the experience is breaking down and what to do about it.

You have a bias for iteration and testing rather than set-and-forget, and you take genuine ownership of quality. You can translate complex topics into clear, plain-English guidance, both for customers and as content that trains the AI. You're self-motivated and collaborative, comfortable carrying a support load alongside your tooling work without dropping either, and you're happy working across markets as our Australian operation grows. A working understanding of the payroll domain, or the ability to get across it quickly, helps you judge whether an answer is correct, not just well written.

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

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