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? Summary of the role; overall role contribution to team, department and organization As a Customer Support Specialist, 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 quali...