Customer Success Officer
About the Role:
We’re seeking a motivated and customer-focused Level 1 Customer Success Officer to join our dynamic team at Tactiv.
This is a Level 1 Customer Success Officer position, ideally suited to someone with prior experience in IT Support, Helpdesk, or Customer Success. 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.
In this role, you’ll also contribute to broader customer success functions, including customer communications, onboarding, configuration, and the creation and maintenance of support materials.
This is a Level 1 Customer Success Officer vacancy 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
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:
We’re looking for someone who is customer-focused, technically capable, and eager to develop their career in customer success and support.
1–2 years’ experience in a helpdesk, IT support, 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
Excellent written and verbal communication skills
An 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?