Customer Support Consultant - Fluent Mandarin SMARTLY

A bit about Smartly, a Datacom Company

Smartly helps thousands of Kiwi businesses pay their people right — and we're on a journey to become one of New Zealand's most trusted multi-product SaaS brands. We're passionate about combining smart tech, human insight, and exceptional service to make business simpler, faster, and more connected.

About the Role

If you're early in your career and ready to grow, this could be exactly the right move. As a Customer Support & Digital Enablement Consultant, you'll be a key point of contact for Smartly's customers — including our growing Mandarin-speaking customer base here in New Zealand — helping them get great outcomes quickly while building your knowledge of our products, payroll processes, and the digital tools shaping modern customer experience.

You might have picked up some customer-facing experience in a previous role, or perhaps you've recently completed a qualification and are looking for somewhere to put your skills to work in a meaningful way. Either way, what matters most is that you're curious, motivated, and ready to learn. You'll be joining a supportive team that genuinely embraces innovation, using AI-powered tools and smart workflows to deliver faster, better service every day.

This role is designed to grow with you. With strong performance and the right attitude, there are real pathways into Customer Success, Product, Operations, and Digital/AI — so the ceiling is very much up to you.

What You Will Do

• Deliver timely, professional, and friendly resolution of customer queries — including those from our Mandarin-speaking New Zealand customers — with a focus on first-time resolution
• Use AI-powered tools to draft and refine responses, summarise customer context, and improve accuracy and speed — always applying your own judgement and oversight
• Identify opportunities where automation or smarter workflows could reduce friction for customers and the team
• Contribute ideas for self-service improvements and participate in pilots and trials for new digital features
• Continuously develop your knowledge of Smartly's software, payroll processes, and associated products
• Support your teammates in adopting new tools by sharing learnings and best practices
• Build strong relationships across internal teams and with customers, contributing to a one-team, customer-centric culture
• Maintain compliance with the Privacy Act and ensure responsible use of AI tools in line with Smartly's policies

What You Will Bring

There's no single path to this role — we're open to where your experience comes from. You might be a recent graduate looking to kick off your career in a tech-enabled environment, someone who has been working in customer support or a contact centre and is ready for a role with more depth and growth potential, or a payroll professional looking to take your expertise in a new direction. What we're really looking for is the right combination of attitude, aptitude, and a genuine desire to do great work.

• Fluent Mandarin speaker (written and spoken) — this is essential for this role as you will be directly supporting our Mandarin-speaking customers across New Zealand
• Must be based in New Zealand with the right to work permanently
• Strong English communication skills, both written and verbal, with the ability to tailor your style to different audiences
• Some experience in a customer-facing or support role, or a relevant tertiary qualification — we value both equally
• Any background in payroll, HR, or workforce management would be highly desirable and a real advantage in this role
• A curious, growth-focused mindset with genuine interest in AI and emerging technologies
• Solid problem-solving ability and the organisational skills to manage multiple tasks at once
• Proficiency in MS Office tools including Excel, Word, Teams, and ideally Dynamics 365
• Experience with digital tools, AI-assisted systems, or workflow automation is a bonus — but not essential
• A positive, proactive attitude and the drive to experiment, learn, and improve
• Integrity, adaptability, and a genuine team-player spirit

Why Join Us at Smartly?

We're more than just payroll — we're building tools to make Kiwi business life easier, and we're growing fast. As part of the Smartly team you'll:

• Work on big-impact projects with decision-making room and real ownership
• Be part of a culture that values curiosity, experimentation, and data-driven insight
• Enjoy flexibility, social events, and plenty of opportunity to grow your skills
• Collaborate with talented, passionate people across multiple disciplines

This is a defining career opportunity at the intersection of technology, customer experience, and commercial growth — turning curiosity into capability and helping New Zealand's diverse business community thrive.