Customer Success Officer

About the Roles:
We’re seeking motivated and customer-focused Customer Success Officers to join our dynamic team at Tactiv. We are currently hiring for two positions:

• Level 1 Customer Success Officer (Part-Time)

• Level 2 Customer Success Officer (Full-Time)

In these roles, you’ll be the first point of contact for customer support queries, delivering high-quality helpdesk support and ensuring all customer interactions are resolved efficiently and empathetically. You’ll also contribute to broader customer success functions including communications, onboarding, configuration, and support material creation.

These roles require you to be based in Wellington.

Key Responsibilities:
• Deliver responsive and effective support for customer incidents, requests, and queries
• Manage and resolve helpdesk tickets within SLA timeframes
• Communicate clearly with customers, providing regular updates and setting expectations
• Escalate complex issues appropriately (Level 1) and provide subject matter expertise (Level 2)
• Follow standard procedures related to Incident, Problem, Change, and Release Management
• Identify and contribute to service improvements and maintain accurate knowledge base content
• Promote the use of self-service tools and customer education initiatives

About You:

For Level 1 (Part-Time):
• 1–2 years’ experience in a helpdesk or customer support role
• Strong communication skills and a customer-first mindset
• Basic IT knowledge and familiarity with ticketing systems
• Ability to manage multiple tasks in a fast-paced environment

For Level 2 (Full-Time):
• 3+ years’ experience in a service desk or technical support role
• Strong troubleshooting skills with the ability to handle more complex issues
• Experience with escalation handling and root cause analysis
• Solid understanding of IT service management frameworks (e.g., ITIL)
• Ability to mentor junior team members and contribute to process improvements

For Both Roles:
• Excellent written and verbal communication skills
• Empathetic listener with a strong customer focus
• A team player who values collaboration and continuous improvement

Why Join Tactiv?
At Tactiv, we deliver cutting-edge SaaS solutions that empower our clients to do good, better. You'll be part of a collaborative team that values innovation, integrity, and customer success. If you're ready to make a real impact and grow your career in a supportive and forward-thinking environment, we’d love to hear from you.

Employer Questions
Your application will include the following questions:
• Which of the following statements best describes your right to work in New Zealand?
• How many years' experience do you have in a service desk or customer support role?
• Which of the following statements best describes your right to work in Australia?
• Do you have customer service experience?
• How much notice are you required to give your current employer?

Please specify whether you were interested in the part time or fulltime position.