Customer Support Manager

The client

Buddy Advisory is proud to be partnering with PaySauce to find their next Customer Support Manager. PaySauce makes payroll simple for small businesses across New Zealand, Australia and the Pacific. Their customers run cafes, build houses, milk cows and run retail stores; they're not payroll experts, they're experts in their own business. Payroll is time-critical and people rely on it, so being there when things go wrong matters deeply to the PaySauce team.

PaySauce is investing deeply in its Customer Experience function, both the operational side (the tools, data and overall management of how it delivers its service) and the people side, growing team capacity and capability as it heads into a period of significant product change.

The role

PaySauce is looking for a support leader who builds great customer care through a strong team and the systems and operations behind them. This is a leadership role owning PaySauce's Customer Support function, the inbound, reactive care customers come to them for, which sits alongside Customer Success, their proactive, outbound function. Together they shape the experience customers feel every day.

You'll lead the Customer Support team, report to PaySauce's Head of Customer Operations, and work across the wider Customer Experience group including Customer Operations, Customer Success, Onboarding and their dedicated Australian team. It's a team in a period of real growth and change, heading into a multi-year transition as customers move onto PaySauce's new products, and leading it well through that transition is a critical part of landing it.

The responsibilities

• Lead the Customer Support team and build a collaborative, customer-first culture grounded in curiosity, teamwork and continuous improvement
• Recruit, onboard and develop the team, working with everyone on their professional development and growing their skills
• Balance workloads sustainably and ensure we're meeting expected SLAs across all inbound channels
• Own the service model and how we deliver it, including through the upcoming migration of customers to a new payroll experience
• Build a detailed understanding of service load to plan rosters and coverage, resource the team sustainably, and improve cost to serve over time
• Track a balanced set of measures, including customer satisfaction, first-contact resolution, and response and resolution times
• Own escalation and issue management: clear escalation paths, senior stakeholder management, coordination with Development on urgent fixes and outages, and crisis communications
• Embed quality assurance into day-to-day support work

The requirements

• A highly capable people leader with lived leadership and coaching experience, helping others grow through trust and empowerment.
• Systems-led and improvement-minded, applying sound support principles through tooling, automation and customer enablement, not just effort and headcount; this isn't a traditional call-centre management role
• A track record of designing and implementing a service model, tooling or automation transformation, owning the design and delivery rather than running a model someone else built
• Hands-on experience configuring and optimising modern support tooling, shaping how it's set up, governed and improved
• Real accountability for cost to serve and for a team and tooling budget, with a sound understanding of data to set standards and resource a team
• Calm and capable under pressure, comfortable handling escalations and conflict, and effective working across Customer Success, Product, Finance and Development
• Payroll, FinTech/RegTech or SaaS experience is a strong advantage, as is hands-on experience with platforms like Intercom
• A working knowledge of New Zealand payroll and employment law, or the ability to build it quickly

Why you'll love working at PaySauce

• Join the PayForce: a team that takes care of each other as much as it's customers, built on being empathetic, kind and people-first
• Genuine investment in your development, so you feel fulfilled, valued and part of PaySauce's very bright future
• Health insurance, birthday leave, extra leave if you're becoming a parent, and an invitation to join our employee share scheme
• A laid-back, easygoing office close to shops and cafes, no formal office wear required
• Real scope to shape how support is delivered, at a company heading into an exciting and genuinely complex growth chapter

Apply now! Applications close 5pm, Friday 28th August.