Repairer Experience Manager

3 weeks ago

Christchurch, Canterbury, New Zealand black Full time

Note: Partly is headquartered in Christchurch but has employees across NZ, AU, IN, PH, JP, UK and the EU. If you are not based in Christchurch, we will fly you to HQ for 2 weeks for onboarding, as well as 1 week per quarter for our "Season Openers" (we pay for your travel and accommodation). If you are relocating to Christchurch from NZ or from overseas, we can also assist with relocation costs.

Our story

Partly's mission is to connect the world's parts and we're doing that by building the first global platform for replacement parts, starting with auto parts. Our big vision is to accelerate the world towards a sustainable future where waste is eliminated and all replacement parts are universally searchable, accessible and available to all.

Founded by ex-Rocket Lab engineers, we utilise cutting-edge technology to solve challenging but exciting problems that make a huge impact in a $1.9 trillion industry. We've more than tripled our team over the last 12 months and expect to double in size again over the coming 12 months. We're a global team spanning both Europe and Australasia.

We provide a scalable digital infrastructure solution to some of the world's largest businesses and the most exciting startups. Partly's solutions are integrated across hundreds of companies globally, providing the backbone for cataloguing and managing parts online.

Our investors in Blackbird Ventures (Canva, CultureAmp etc.), Square Peg, Octopus Ventures, Hillfarrance, Icehouse, Peter Beck (Rocket Lab), Akshay Kothari (Notion Co-Founder) and Dylan Field (Figma Co-Founder).

We're continuing to build a world-class team and ensuring Partly is a place where people can do the best work of their lives. We're proud of the culture we've built at Partly, and our values are lived throughout every experience.

This role

As the Repairer Experience Manager reporting to the Customer Success Director, you'll play a key role in supporting collision repairers as they adopt and use Partly products. You'll work closely with Customer Success, Engineering, and Product teams to ensure repairers have a great experience — from onboarding through to everyday use.

You'll be the go-to contact for repairers, helping troubleshoot issues, capture feedback, and support continuous improvement across the product. This is a hands-on, office-based with time in the field role that combines customer support, insight gathering, and enablement. You'll help Partly deliver on its promise to connect the world's parts.

What will you do

  • Help Repairers Day-to-Day by providing direct support across channels including phone, email, and onsite visits. Help them get the most out of Partly products and troubleshoot any issues they encounter.

  • Surface and Communicate Feedback from repairers about their experience using Partly products. Work closely with Product and Engineering teams to share insights that contribute to ongoing improvements and innovation.

  • Collaborate Across Teams by working closely with Account Managers, acting as a support layer across all repairer accounts. Ensure a consistent experience, even if you don't directly own the relationships.

  • Contribute to Self-Service Resources by improving documentation, help centre articles, onboarding guides, and internal playbooks to reduce friction and scale support.

  • Spot Patterns and Share Insights by monitoring repairer engagement trends, behaviours, and opportunities for improvement. Share these insights with internal teams to help shape the product roadmap and enhance the overall repairer experience.

Want to learn more about the problems we're solving and the culture we're building at Partly? Hear directly from our team here: https://shorturl.at/iAFUX

Your skills

  • Collision repair industry knowledge – You have experience in or knowledge of the collision repair industry, with a solid understanding of how workshops operate day-to-day. You're comfortable speaking the language of repairers and earning their trust.

  • Customer-focused communicator – Whether it's on the phone, over email, or in person, you know how to connect with people, understand their challenges, and explain things clearly—especially to those who may not be technically inclined.

  • Organised and detail-oriented – You're good at digging into issues, keeping track of what's been reported, and following up to ensure nothing falls through the cracks.

  • Collaborative and cross-functional – You enjoy working with different teams and sharing insights. You know how to bridge the gap between end-users and internal teams like product or engineering.

  • Comfortable with technology – You don't need to be an engineer, but you're confident using apps, learning new tools, and understanding how digital systems fit into the repair workflow.

  • Proactive problem-solver – You're keeping an eye out for patterns, spotting opportunities to improve, and taking initiative to make things better for repairers.

Please note: if you don't have all the skills/experience listed above but believe you could be outstanding in this role, please still consider applying. Many folks, especially those from underrepresented or marginalised groups, often count themselves out. Please allow us to learn more about you and why you're exceptional

Benefits

  • Competitive base salary plus equity. Even though we're a small startup, we offer competitive salaries and great equity for every full-time employee

  • Parental leave and flexible return to work. After returning to work, primary carers can work 4-day weeks for 100% of their pay for the first twelve weeks. For secondary carers, we offer 10 days of leave at full pay.

  • Flexible working hours. We have an office-first culture but you can work remotely or from home whenever it suits you. There are no fixed hours so you can choose to work when you're most effective.

  • A brand new architecturally designed office in Christchurch CBD and on Auckland's Karangahape Road. We have free snacks, drinks on tap, two different coffee machines, social areas, and some of the best cafes a stone's throw away.

  • Monthly team lunches to celebrate our wins and enjoy each other's company outside the office.

  • Ergonomic workspace. Sit-stand desks, ergonomic chairs, quiet spaces, and collaboration spaces to suit all kinds of working styles.

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