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 growing New Zealand team. The role is ideal for early‑career professionals who want to develop expertise in SaaS payroll solutions, digital customer‑experience tools and AI‑enhanced support processes.

Key responsibilities

• Provide timely, professional and friendly resolution of customer queries, with a focus on first‑time resolution for Mandarin‑speaking customers.
• Use AI‑powered tools to draft, refine and summarise responses, ensuring accuracy while applying personal judgement.
• Identify opportunities for automation or smarter workflows to 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

• Curious, motivated and eager to learn in a tech‑enabled environment.
• Fluent Mandarin (spoken and written) to support New Zealand customers.
• Early‑career or recent graduate with some customer‑facing experience or a background in payroll.
• Strong communication skills and a customer‑centric mindset.

Required skills