Support Lead

Support Lead (Vista, APAC - Auckland)

Reporting to: Support Manager

Direct Reports: ​​None ​ 

Employment type: Permanent, Full-time

Principal Objectives

In this role, you will become a Payments subject matter expert while continuously learning new technologies. You'll work closely with the Sales and Partnerships teams to support Payments onboarding and lead various payment-related projects across Vista and Veezi. As the escalation point for Payments Support, you'll coordinate directly with payment providers and handle a wide range of responsibilities including reconciliation, settlement, chargebacks, consultation, documentation, and knowledge sharing—ensuring smooth operations and expert guidance across all payments touchpoints.

Role highlights:

• Become a payments subject matter expert and learn new technologies
• Close collaboration with Sales & Partnerships
• Payments onboarding and various payments projects for Vista and Veezi
• Payments support escalation point for Vista and Veezi
• Coordination with payment provider
• Reconciliation, settlement, charge backs, consultation, general questions, documentation, knowledge sharing, and more

Role Levels

Role Levels empower upskilling and talent mobility within teams. Experience, knowledge, skills, and expertise outlined below for each level. A candidate may be hired into a higher level based on knowledge, experience, and skills. Role Levels are a framework at the manager's discretion, and the capabilities must be consistently demonstrated over time.

Requirements:

• Passionate about learning and excited for new technologies
• Moderate experience with payments, transaction pipeline, and templates on various sales channels
• Embraces the unknown with flexibility, adaptability, and enthusiasm

Support Lead:

• Expert on core products
• Famous for being a subject matter expert on at least two advanced products
• Run point on projects or initiatives
• Consistently achieves business goals and metrics successfully, promptly, and accurately

Senior Support Lead (everything from Support Lead plus):

• Famous for being a subject matter expert on most products
• Consistently embodies leadership capabilities
• Own internal and external escalations and priorities with the team
• Coordinate or assign work items with the team and other tasks as delegated
• Run point on support initiatives or projects
• Helps facilitate cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program
• Provide coaching, mentorship, training, and guidance to the team
• Provide and assist with coordinating coverage for team members and managers
• Overachieves business goals and metrics

You'll need:

• Undergraduate degree in IT (preferred)
• Four years or more of experience in a support or similar role with Vista Group software or the cinema industry
• Strong knowledge of cinema operations and Vista Group software
• Strong knowledge of technologies such as SQL Server, Visual Basic, .NET, XML, web services, cloud technologies, relational databases, networking, and hardware
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
• Citizen or resident or holds a current work permit for the required location
• Current valid passport or able to obtain one promptly if required

Skills, Knowledge, Abilities and Personal Attributes:

• You are a strong team player who creates value and builds trust through your contribution and your genuine care in doing your best for your team. 
• You are an effective communicator who builds trust through your open, honest and constructive communication style.
• You constantly improve the way we work and create value by challenging the status quo. 
• You take action and create value though intelligent risks and prioritising what's most important for Vista Group
• You create value by believing in the magic of cinema and seeking to understand the bigger picture of the wider business and industry, to better contribute towards the success of Vista Group

Shared Standards

Our Shared Standards act as a compass for how we work together and reflect the behaviours we value at Vista Group. The way in which each member of our crew embodies these Shared Standards is an indicator for performance and success, as it aligns with our vision and strategy.

One Crew

We're a diverse team, in different places and functions, and we're at our best when we connect, help and collaborate.

Shine a Light 

We communicate openly, we explain the why, and we ask when we don't understand. We don't leave people in the dark.

Make it Happen

We make good things happen as people and as teams through our focus on delivery.

Chase Great 

We challenge ourselves and each other to keep improving.

You will be supported to continually learn and improve your tech skills, share knowledge and ideas in the team, and be part of a dynamic and open culture.

We have a range of benefits that include:

• Outstanding flexibility to support a healthy work-life balance
• Hybrid working
• Medical and Life insurance
• Volunteer day, enhanced paid parental leave and wellness benefits
• Strong mentoring & career development focus
• Fun team events including the Vista Innovation Cup

If you enjoy a challenge and working in a dynamic and collaborative team, you'll love working at Vista.

We value inclusivity celebrate diversity and are committed to offering equal opportunity to our staff and candidates — regardless of gender, age, race, ethnicity, marital status, disability, sex, sexual orientation, religious, ethical beliefs or political opinion. This commitment is reflected in all our employment policies and procedures.