Hi, we’re PocketSmith!
We’re at the front lines of the Open Banking revolution, crafting online money management software in over 190 countries in New Zealand. Our customers are money adventurers, and we’re proud to make beautiful tools that help them track their money their way.
We’re searching for a customer champion
We’ve spent 16 years building the market’s most customisable personal finance tool.
Our community comprises makers and problem-solvers on their quest for financial success. As they use PocketSmith to guide their travels, our Customer Support Team is always by their side to help them along their journey.
We take a close-knit, boutique approach to caring for our customers. You’ll join a supportive crew of remote collaborators who work together to craft first-rate, customised and delightful answers for each of our users. PocketSmith is used worldwide, and we pride ourselves on delivering high respect and attention to our customers. Our Support Team’s service is frequently celebrated by our users - with many going out of their way to load on the praise!
We’re a remote team based throughout the country, but we take the opportunity to meet together several times a year.
Every day, we connect with thousands of real people and help them be more productive with their money and build a positive future for themselves.
Come join us on this adventure!
Here’s what you’ll be doing:
- Providing email-based technical support to our global customers.
- Collaborating with our Education Team to produce articles for our Learn Centre.
- Teaming up with our Product and Engineering Teams to weed out any issues and suggesting and providing feedback on upcoming features.
- Become the go-to for all of the ins and outs of how PocketSmith works and how we can provide the best experience for our users.
You’re a good fit if:
- You’re an empathetic listener, interpreter, and wordsmith. You can easily find the core of a problem and resolve it.
- You love collaborating and working with others in a supportive team.
- You’re a natural problem solver. You’re curious, enjoy a puzzle and love searching out a satisfying solution.
- You “just get” software. You find well-crafted computer programs intuitive to use.
- You have previous SaaS Customer Support experience.
- You can find common ground and communicate beautifully with people from all walks of life.
- You cope well with the ebb-and-flow of an unpredictable workload and are unafraid to ask for help.
- Your integrity is beyond reproach, and you have the utmost respect when entrusted with sensitive information.
Bonus, if you have:
- An interest in managing your money and planning for the future — it would be particularly awesome if you’re a PocketSmith user!
- Worked remotely and socialised with a virtual team, especially if you’ve used Slack before.
- Previous experience in Personal Finance Management software or the finance industry.
- Some experience with Help Scout support ticketing and the productivity software stack that PocketSmith uses.
Other things to know:
- This is a full-time, permanent position starting ASAP.
- We offer a flexible work environment, where picking the kids up or heading to an appointment is never an issue. Our proven systems allow our people to manage how their workday is structured.
- You can work remotely, from home or from our Dunedin office.
- You must be legally able to work in New Zealand.
- Applications are open until we find the right candidate.
How to apply:
Please send us an email to [email protected] with the following information:
- Who you are and why you want to work for us in customer support.
- A copy of your CV, please.
- A description of fantastic customer service/support you received recently and what made it great.
- Please pick one of PocketSmith’s values and tell us about a time when you upheld that value in your own life.
We look forward to hearing from you!
