Customer support lead

Why this role exists

Right now, support at Contented is distributed, reactive, and informal. Queries come in across email, in-app chat, phone, pylon and Slack. The team triages them as best they can. It works because we're small and everyone cares. But it's not a system, and it won't scale.

This role exists to build the system. To own the infrastructure, the knowledge base, the workflows, and the metrics. To be the person customers reach and actually get a fast, useful answer from. And to close the loop between what customers are struggling with and what product and engineering build next.

Support done well is one of the highest-leverage things a SaaS company can invest in early. You'll be that investment.

The role

You'll build Contented's support function from the ground up and then run it. That means designing the infrastructure (Intercom, knowledge base, support centre), setting the standards (SLAs, response processes, triage logic), handling the queries, building AI-powered workflows, tracking the metrics, and feeding insights back to product and engineering in real time.

This is an in-person role. The reason is simple: rapid collaboration with product and engineering is core to the job. When you spot a pattern in support tickets that points to a product bug or a UX gap, we need you to be able to walk over and talk about it - not file a ticket and wait.

What you'll do

Build and own support infrastructure

• Design and build Contented's support centre from the ground up, including pylon setup, knowledge base, FAQs, and troubleshooting guides
• Establish support processes, SLAs, and response standards across all touchpoints
• Build support AI-workflows and automation where it makes sense - reducing manual load without sacrificing quality
• Continuously improve support resources based on what customers are actually asking

Handle support across all touchpoints

• Respond to customer queries across email, in-app chat (Intercom), phone and video calls, and support tickets
• Create customer newsletters and messaging
• Triage issues accurately: product bug, user education gap, or feature request - and route accordingly
• Handle complex escalations personally
• Monitor and maintain response time, resolution time, and CSAT standards you helped define

Build operational metrics and dashboards

• Work with product and accounts to implement dashboard reporting across template usage, module adoption, customer engagement, support resolution, and customer health scores
• Track support ticket patterns over time to identify product improvement opportunities
• Report on operational customer success metrics to leadership on a regular cadence
• Develop and maintain the customer support and success playbook and SOPs as the function matures

Be the voice of the customer - from support

• Synthesise feedback from support queries into clear, actionable product insights
• Present support patterns to product and engineering in person - bugs, friction points, gaps in the product
• Feed customer stories and positive signal to marketing
• Coordinate with sales and accounts to ensure a complete picture of customer health

What we're looking for

• Minimum of 3 years experience in customer support, customer success, or operations - ideally in a SaaS or tech environment
• You use Claude, ChatGPT or AI tools
• You have experience using Zapier or similar
• Experience with Pylon, Fin or similar support tooling - you know how to set it up properly, not just use it
• Strong written communication skills - your support responses are clear, warm, and actually solve the problem
• Analytical mindset: comfortable building dashboards, tracking metrics, and drawing conclusions from support data
• Systems thinker - you see the pattern behind individual queries and build processes to address root causes
• Comfortable working directly with product and engineering teams to translate support insights into product improvements
• Organised and self-directed: you can build a function from scratch without needing to be told what to do next
• In Christchurch, or willing to relocate - in-person is a genuine requirement for this role, not a preference

Nice to have

• Experience building a support function or knowledge base from scratch
• Familiarity with HubSpot or similar CRM tools
• Experience working across multiple customer verticals - our customers span wealth management, legal, construction, agriculture, and healthcare
• Exposure to product or QA work - able to write a clear bug report and understand how engineering triages issues

What you get

• Real ownership of a function that matters enormously to the business
• In-person collaboration with a product and engineering team that moves fast and actually wants to hear what customers are saying
• Work directly with founders who are deeply invested in making customers successful
• A role that grows with the company - this is a foundation hire, not a steady-state hire
• Competitive salary, reviewed at 6 months

How to apply

Tell us what excites you about the role and walk us through a process you built or significantly improved - what you inherited, what you changed, and what the outcome was.

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