Customer Support Representative

**TL;DR**:Are you the type of person who loves solving a puzzle and making someone's day? We are looking for our first dedicated **Customer Support Representative** to join our team in Christchurch and be the front line for schools using our wellbeing platform globally.

This is a chance to move beyond reactive support and define how Komodo proactively helps our international schools thrive. You will bring clarity and calm to our customers and directly influence the efficiency and scaling of our support function.

Komodo is helping schools across the world lead with wellbeing through insight, education, and a platform built to scale (we're in 160+ schools across 30+ countries).

**Why should you join us?** You’ll work on purposeful problems that matter, alongside a team who care deeply about impact, culture, and doing good work with good people. Your contribution won’t just move the needle, it’ll shape the whole dial.

**Requirements**:
**At a Glance**:
**Role**: Customer Support Representative

️ **Level**: Associate (E1)

**Start date**: Immediate

**Location**: Christchurch, NZ (office-based, WFH entitlement tier after 3-6 months)

**Hours**: 12:00 - 20:00, full-time, permanent, 40 hours per week

**Salary**: NZD 60,000-65,000 depending on experience + ESOP

**Benefits**: Professional development allowance, wellbeing allowance, employee assistance programme, anniversary and birthday gifts, monthly social activities, office snacks + beverages, dog-friendly office.

**Why This Role Exists**:
This is a **new role** created to support our ability to scale and provide more proactive support to our customers.

As we expand globally, our customer base and their needs are becoming more complex. This hire fills the critical gap between customer request and resolution, protecting the time of our Customer Success, Engineering, and Product teams. You will be the cornerstone of our ability to deliver reliable service and will play a crucial role in defining best practices and creating efficiencies.

**What You'll Own**:
Reporting to the Chief Product Officer, you will take ownership of the day-to-day support function, ensuring our schools receive clear, timely, and human-centred help.

**You will own**:

- **First-line Support**: Respond as the first line of communications with customer support requests globally.
- **Ticket Management**: Assign incoming support tickets for our schools globally to the correct internal contact, if required (e.g., technical support to Engineering).
- **Customer Onboarding & Updates**: Assist with account setup support for new customers (using integration sync, tidy and import CSV's, etc.) and assist with account refreshes and updates each academic year.
- **Process Improvement**: Explore improvements in our AI support agents and tool stack integrations and contribute to developing and maintaining customer support documentation and materials.
- **Cross-functional Collaboration**: Communicate with the Customer Success, Product and Engineering teams around technical issues alongside improvements.

**What Success Looks Like**:
Success in this role means you have stabilised and professionalised our front-line support, providing a consistent, high-quality experience for all our customers.

Within the first six months, you will have:

- **Reliable, Repeatable Support Processes**: Consistently followed and improved structured workflows for triaging, diagnosing, and resolving tickets. You will have helped document clear SOPs for common issues, including templates, macros, and escalation paths, and worked with your manager and Customer Success to refine the “single source of truth” for FAQs and troubleshooting guides.
- **Faster, More Predictable Resolution Times**: Achieved a measurable reduction in average first response time and overall time to resolution. You will demonstrate good judgement in balancing speed with quality, escalating only when needed, and have identified bottlenecks and proposed improvements that reduce back-and-forth with customers.
- **Increased Customer Satisfaction and Quality of Support**: Consistently high internal quality scores, grounded in empathy, clarity, and ownership. You will be providing clear, proactive communication with customers, ensuring they understand next steps and timeframes, and taking accountability for end-to-end resolution, even when other teams are involved.
- **Strong Cross-Functional Collaboration**: Built trusted working relationships with Customer Success, Engineering, and Product, and provided useful insights to Product and Engineering (patterns, bugs, common friction points), contributing to internal feedback loops that inform product improvements and reduce support volume.
- **Contribution to Automation and System Improvements**: Helped define and refine workflows in your support tools (Zendesk, Intercom, HubSpot, etc), identified repetitive tasks suitable for automation, and supported the creation of knowledge base content to reduce inboun