Customer Experience Specialist

  • Auckland
  • Full time
  • Marketing

Permanent role: Starting as soon as a candidate is available.

Location: Based in our office on Karangahape Road in Auckland, New Zealand; with some days of the week optionally remote. We are also supportive of fully remote members in New Zealand.

About Narrative:

Narrative is one of NZ’s fastest growing software companies with global customers. We Narrative build products to serve the 9 million professional photographers worldwide, working to significantly reduce their processing time and to support their daily workflow with AI powered tools. We’re backed by some of the best VC’s worldwide and some of NZ's best software engineers working together to solve this.

We have tens of thousands of photographers using our products and we’re growing fast. Our flagship product Select currently processes more than a billion images per year and this is rapidly growing. This is a unique opportunity to join our team and build industry-leading AI products.

We're committed to building products for professional photographers who work with people from all genders, ethnicities, racial and religious backgrounds. We think it’s important that our team reflects the same diverse audience. We're actively working to grow a diverse team and offer: flexible and remote working options, 1 month paid parental leave in addition to government leave, 30 hours a week for 6 months on full pay following return from parental leave (for all parents) and extended sick leave to support our team to get through the many things life can throw your way.

About the Role:

We are looking for a motivated and purposeful customer experience specialist to take charge of supporting our users:

  • You will take ownership for investigating and responding to the cases that our customers raise with us when they need a bit of help. 

  • As a CX specialist, you'll aim to give each customer prompt, helpful and easy to understand information so they can resolve their issue and get back on track with their photography workflow. 

  • Most of our communications are via email and in-app chat but when the situation calls for a face to face, you’ll jump on a video call to support our users. 

  • You’ll become a subject matter expert on all things Narrative, you’ll know our products inside and out.

  • You’ll build impactful and effective relationships within Narrative to ensure continuous process and communications improvements for CX.

  • Taking cues from your daily customer interactions and our engineering team release cycles, you’ll keep our external Help Centre up to date and our proactive support channels continuously improving by implementing impactful change quickly.

  • Working alongside the Customer Experience Manager, you support Narratives growth by executing on CX goals and strategic objectives.

  • You’ll be working with our marketing team and supporting our presence across social media, and other comms channels. You don’t need to be an expert, but an active Instagram user would be advantageous.  

  • Pitching in on supporting other marketing activities as required. 

We’re looking for someone who has:

  • Proven experience working in a customer experience role in a high growth SaaS company that has scaled from one level of growth to the next

  • Eager to learn the technical ins and outs of Narrative’s products

  • A great communicator and high level of EQ

  • Happy to roll up their sleeves and give things a go

Handy to have, but not required:

  • Experience using Intercom, Zendesk and other support tools to their full capabilities

  • Data analysis skills, experience using business intelligence tools; and  basic understanding of SQL

  • A keen interest in photography

Narrative is committed to building AI software that works for people from all genders, ethnicities, racial and religious backgrounds. We want our team to reflect this focus. Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other underrepresented individuals tend to only apply when they check every box. So, if you really love the idea of working for Narrative, and think you have what it takes, please apply, even if you do not tick every box in the job description.

If this sounds like you, please apply with a cover letter and CV here.

Learn about working at Narrative