Customer Support Specialist (Fixed-Term, Wellington)

Wellington HQ | Fixed-term contract (immediate start until 30 October 2026) 🚀 🏙️

We're looking for a Customer Support Specialist to join our team on a fixed-term, maternity leave cover contract.

This is a part-time role - 4 hours each morning, Monday to Friday (20 hours per week) - based at our Wellington office on Victoria Street. 

At Optimal, we build powerful research tools that help teams make data-driven decisions. Trusted by some of the world’s biggest brands, we’re passionate about user experience and the transformative power of human insight.

About the role

As our Customer Support Specialist, you’ll  be the first line of support for our customers, resolving issues, guiding users, and helping us deliver an excellent customer experience. Alongside customer support, a key part of your role will be coordinating our participant recruitment service.  You’ll work closely with customers and third-party providers to ensure studies are filled quickly with high-quality participants, run smoothly, and are set up for success.

What you’ll do:

• Handle inbound support inquiries via Intercom and troubleshoot user issues and identify bugs or usability concerns.
• Support participant recruitment workflows by reviewing studies, monitoring progress, resolving recruitment issues, and maintaining data accuracy and reconciliation processes.
• Suggest and implement process improvements, including enhancements to our AI agent, to increase efficiency and improve customer experience.
• Assist with the preparation and distribution of invoices for renewing customers, ensuring billing information is accurate and invoices are issued in a timely manner.
• Contribute to our automated customer lifecycle communications by preparing data, implementing HubSpot workflows, and supporting campaign content.
• Provide general administrative support across Customer Experience, Operations, and broader business initiatives.

What we’re looking for:

• 3+ years in a customer support role, ideally within SaaS or tech
• Proven ability to work independently and take initiative
• Previous experience leading a support team or running projects (ideal but not essential)
• Excellent written English and communication skills
• Familiarity with Intercom or similar customer engagement platforms
• Experience using tools like Slack, Notion, Google workspace
• Strong judgment and ability to escalate appropriately
• Comfortable working remotely and asynchronously across teams
• Empathetic, calm, and solutions-oriented
• Experience working with third party service providers to complete work  (ideal but not essential) 

You'll get the opportunity to work for a growing SaaS business and support some of the world’s biggest brands. You’ll be part of our global Customer Experience team, working out of our Wellington office where we have the best views in the city, and a genuinely great office environment. 

If this sounds like a role that excites you, apply now. We'll be interviewing as applications come through. ✨