Customer Success Generalist

Please note this role is based in Christchurch.

Remote working is not an option, however we do offer WFH up to 2 days per week after your initial training period.As a Customer Success Generalist, you will play a key role in delivering exceptional support and maintaining high levels of player satisfaction across all customer-facing channels.

Your focus will be on managing a wide range of customer interactions, resolving inquiries efficiently, and contributing to a positive and proactive support environment.

This role requires strong communication skills, an empathetic approach, and a desire to continuously improve the customer experience.You will work closely with internal teams to ensure effective resolutions, while also identifying trends, gaps, and opportunities for process enhancements.Key Responsibilities : Customer SupportRespond promptly and professionally to customer inquiries via live chat, email, and social media.Maintain a courteous and helpful tone in all interactions, upholding brand standards.Ticket ManagementConfidently manage both basic and intermediate-level support tickets.Escalate complex or high-priority cases with clarity and detailed documentation as per internal procedures.Knowledge & DocumentationUtilise the internal knowledge base and resources to troubleshoot and resolve common issues.Maintain accurate ticket notes and contribute to internal documentation updates as needed.CommunicationEngage proactively with customers to understand their needs and deliver timely, relevant support.Collaborate with team members and other departments to ensure aligned and seamless customer experiences.Continuous ImprovementIdentify recurring issues and suggest improvements to support processes or resources.Actively contribute ideas that enhance customer satisfaction and operational efficiency.Team CollaborationWork effectively within a cross-functional team environment, contributing to team goals and shared knowledge.Participate in regular team meetings, training, and knowledge-sharing sessions.Customer SatisfactionStrive to exceed customer expectations, aiming for high satisfaction and first-contact resolution.Uphold and promote a customer-first mindset within the team.Roster ParticipationParticipate in a rotating roster to provide live chat and support coverage across a 7-day operation.

This may be one rostered weekend day per weekend.Skills, Experience & Attributes : 1–5+ years' experience in customer success, support, or a related customer-facing role.Strong written and verbal communication skills.Proactive problem-solving mindset with attention to detail.Ability to manage multiple customer queries efficiently and meet response time targets.Familiarity with support ticketing systems (e.g. Zendesk, Intercom) preferred.High emotional intelligence and strong interpersonal skills.Organised, self-motivated, and capable of working independently or as part of a team.Demonstrated understanding of customer success metrics and their impact on overall business performance.Comfortable working in a fast-paced, agile environment.Eagerness to learn new systems, products, and processes.Fraud and or training experience is a plus + but not necessary.

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