Customer Support Consultant – Fluent Mandarin

About the role

Smartly, a Datacom Company, is looking for a Customer Support Consultant who is fluent in Mandarin to join its New Zealand team. The role will be the first point of contact for Mandarin‑speaking customers, helping them resolve payroll and SaaS product queries while gaining deep product knowledge.

Key responsibilities

• Provide timely, professional, and friendly resolution of customer queries, aiming for first‑time resolution.
• Use AI‑powered tools to draft, refine and summarise responses, improving accuracy and speed.
• Identify automation or workflow opportunities that reduce friction for customers and the support team.
• Contribute ideas for self‑service improvements and participate in pilots of new digital features.
• Continuously develop knowledge of Smartly’s software, payroll processes and related products.
• Support teammates in adopting new tools by sharing learnings and best practices.
• Maintain compliance with the Privacy Act and responsible use of AI tools.

Required profile

• Early‑career professional or recent graduate with a curiosity‑driven attitude.
• Strong motivation to learn and grow within a tech‑enabled environment.
• Excellent communication skills and a genuine desire to deliver great customer experiences.
• Fluent Mandarin (spoken and written) to support New Zealand’s Mandarin‑speaking customer base.

Required skills

• Proficiency with AI‑assisted response and workflow tools.

What we offer

• Opportunities for progression into Customer Success, Product, Operations or Digital/AI roles.
• Supportive team culture that embraces innovation and smart workflows.