Customer Support Specialist (SAAS) | NZ | WFH

Setup and Location: WFH
Work Schedule: 9:00 AM-6:00 PM (NZ) | 5:00 AM-2:00 PM (PH Time)
Employment Type: Full-time

Ready to do work that actually excites you?

You'll be responsible for turning customer problems into customer success. Trade businesses rely on client to run their day, so when something isn't working, you're the person who makes it right, fast. You'll handle front-line support across phone, email, chat, and ticket channels, resolving technical and product queries with accuracy and genuine care.

You'll partner closely with the Customer Support Lead, Product, and Engineering to surface patterns in customer issues and translate them into actionable feedback that makes Fergus better. You'll be expected to work confidently with the Fergus tech stack (including HubSpot and Intercom) and to use AI-powered tools with sound judgement to improve your speed and quality without compromising the customer experience.

Success in this role is measured by resolution quality, customer satisfaction, and the degree to which your work directly reduces repeat contacts and improves the product experience for our customers.

What You’ll Do
You’ll be the kind of person who:

• Handle front-line customer enquiries across phone, email, live chat, and ticket channels, resolving issues accurately and to satisfactory completion.
  
• Own the full ticket lifecycle in the support system, from initial triage through to resolution, follow-up, and closure.
  
• Diagnose technical and non-technical product issues using structured problem-solving, and communicate root cause clearly to customers at their level of technical literacy.
  
• Collaborate with Sales, Customer Success, Marketing, Product, and Engineering to escalate, resolve, and close the loop on customer-reported issues.
  
• Leverage the full CS tech stack (including HubSpot, Intercom, FIN and Fergus product data) to manage your support pipeline efficiently and deliver a more personalised customer experience.
  
• Use approved AI-powered tools to assist with drafting communications, summarising customer session notes, and identifying recurring issue patterns to reduce manual effort without compromising quality.
  
• Always review AI-generated outputs for accuracy and tone before they reach a customer, and only use tools approved by Fergus for handling customer data.
  
• Stay current with emerging tools relevant to support and customer success; share observations and suggestions with the Customer Support Lead on what could improve team efficiency or reduce contact volume.
  
• Produce and maintain Help Centre content (articles, videos, and product images) that reduces contact volume and empowers customers to self-serve.
  
• Test product workflows and sample data sets to verify expected behaviour, feeding structured findings back to Engineering.
  
• Identify and surface patterns in customer feedback that indicate product gaps, usability issues, or training needs, contributing to the team's voice-of-customer input to the product roadmap.
  

Requirements

What You Bring
We’re looking for someone with:

• 2+ years' experience in a customer-facing role, ideally within a SaaS or technology environment.
  
• Experience using help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom.
  
• Comfortable using AI tools (e.g. Claude, ChatGPT, Microsoft Copilot, Gemini) in a work setting, with an understanding of where they help and where they don't.
  
• Ability to write and edit documentation, including internal knowledge base content and customer-facing Help Centre articles.
  
• Interest in SaaS, workflow tools, or field service industries desirable.
  
• Degree-level education or equivalent professional experience desirable.
  

Highlighting the key technical, language and job-related skills required

• Customer Relationship Excellence: Builds and maintains strong relationships with trade business customers by responding with empathy, accuracy, and follow-through. Understands the urgency of support for customers whose livelihoods depend on Fergus working.
  
• Technical Troubleshooting: Diagnoses product issues systematically, using structured logic to identify root cause. Communicates technical findings clearly to non-technical customers without jargon.
  
• Written & Verbal Communication: Produces clear, accurate, and appropriately toned written responses across all support channels. Adapts style to the customer's technical literacy and emotional state.
  
• Product & Tech Stack Proficiency: Works confidently in HubSpot, Intercom, and related CS tooling to manage pipeline and deliver personalised support.
  
• AI Usage & Application: Applies AI tools to support work with sound judgement and appropriate human oversight.
  
• Baseline (required): Comfortable using AI tools daily for drafting responses, summarising session notes, and retrieving knowledge base content. Knows when AI output requires human review before sending to a customer, and only uses tools approved by Fergus for handling customer data.
  
• Intermediate (strongly preferred): Uses AI to identify patterns across support tickets, generate first-draft Help Centre articles, and accelerate diagnosis of recurring issues. Provides structured feedback to the team on where AI tooling performs well and where it falls short.
  
• Advanced (desirable): Contributes to evaluation of AI-assisted support tooling (including chatbot accuracy and deflection quality) and identifies opportunities to automate repetitive support workflows or improve self-service content.
  

Competencies Required

• Problem Solving
  
• Customer-Centric Thinking
  
• Outcome-Oriented Decision Making
  
• Strong Interpersonal Skills
  
• Organisational Discipline
  
• Written Communications
  

Benefits

Why You’ll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!.
  

Let’s Talk
If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.