Customer Experience Coordinator

Add expected salary to your profile for insightsHail is a proudly New Zealand–based software platform that helps schools, charities, and organisations tell their stories and connect with their communities.

Our services are ST4S (Safer Technologies for Schools) certified- meaning privacy and security are always at the forefront.

Hail makes communication simple, saving time, boosting engagement, and streamlining the entire process into one easy-to-use platform.As we continue to grow, we're looking for a friendly and proactive Customer Experience Coordinator to join our team and support customers across Aotearoa and beyond.The RoleAs a Customer Experience Coordinator, you'll be the first point of contact for our customers, ensuring they have a smooth and positive experience using Hail.

You'll provide helpdesk support, create clear and engaging guides, and keep our customers informed and confident.

You'll also contribute to telling the Hail story through content, newsletters, and updates on our websites.This is a hands-on role where communication, problem-solving, and creativity come together.Key ResponsibilitiesHelpdesk Support

Respond to customer requests via our Helpdesk software, email, phone, or video call.Troubleshoot issues, provide solutions, or escalate to the wider team when needed.Keep customers informed with timely, clear, and friendly updates.Support new and existing customers by building new Hail websites, portals, and noticeboards.Showcase Hail by proactively updating customer Hail sites and recommending changes on how they use Hail.Customer Guides & Resources

Create and update onboarding guides, video tutorials, and step-by-step instructions.Confidently create video guides that make technical steps easy to follow.Write articles within Hail and the app offering tips, best practices, and advice.Ensure resources are accessible, up to date, and easy for customers to use.Content & Communications

Prepare and publish the monthly Hail newsletter.Contribute to telling the Hail story through case studies, tips, and customer highlights.Update Hail websites and marketing content with fresh, engaging material.Work closely with the wider team to share customer insights and suggest improvements.Support the growth of Hail by helping our customers get the very best from the platform.Pitch in with other admin tasks to support the wider team, including preparing for conferences, events, and team socials.About YouWe're looking for someone who is : Customer-focused, with excellent communication skills (written and verbal).

Tech-savvy and confident using SaaS platforms and online tools.A clear writer who can turn technical steps into easy-to-follow instructions.Confident creating video tutorials and presenting via video call.Organised, proactive, and able to manage multiple tasks at once.Positive, approachable, and committed to providing outstanding service.Experience in customer support, education, or digital communications would be an advantage, but most importantly, you'll bring a willingness to learn and a genuine enthusiasm for helping others.Why Join Hail?

Be part of a trusted, privacy-first platform making a real difference in education and community communication.Work with a small, passionate team that values collaboration and creativity.Enjoy flexibility, autonomy, and the chance to grow with us.Help shape how schools and organisations across NZ and Australia tell their stories.Unlock job insightsSalary matchNumber of applicantsSkills matchYour application will include the following questions : Which of the following statements best describes your right to work in New Zealand?

Do you have customer service experience?

What\'s your expected annual base salary?

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