JOIN THE RIDE!

🇳🇿 Customer Service Executive:

We’re looking for a Customer Service Executive to join our team on a part-time,
fixed-term basis to support our customer service operations during our busiest period of the year. Based either in our ShredQuarters in Mount Maunganui or remotely in New Zealand, this role is focused on front-line execution — handling customer enquiries across all markets, maintaining service levels during peak demand, and delivering a calm, high-quality customer experience when parents need us most.

This is a temporary role, running from April through to the end of July, and is ideal for someone who enjoys hands-on customer support, thrives under pressure, and is confident working within established systems and processes.

What You’ll Do:

You’ll be a key part of our customer service function, supporting day-to-day customer communications and helping us maintain high service standards during peak season.

Specifically, you’ll:

● Manage inbound customer service communications across email, chat, and social DMs, with a strong focus on speed, empathy, and first-contact resolution
● Support customers with product selection, compatibility questions, assembly guidance, shipping timelines, and order issues
● Resolve common customer queries independently, escalating more complex or safety-related issues to the Customer Service Manager
● Follow established helpdesk workflows, templates, and macros to ensure consistent and accurate responses
● Help manage increased enquiry volumes during peak trading periods, contributing to reduced backlog and maintained SLAs
● Accurately log and track customer interactions, issues, and outcomes in our helpdesk and order systems
● Flag recurring issues, customer feedback, or emerging themes to the Customer Service Manager
● Act as a brand ambassador, delivering calm, reassuring, and solutions-focused support to parents and caregivers

What We’re Looking For:

Reporting into the Customer Service Manager, you’re a service-oriented problem solver who enjoys helping customers and takes pride in doing the basics exceptionally well. You’ve worked in a fast-moving environment and know how to balance efficiency with empathy.

Must-haves:

● Strong written communication skills with a friendly, empathetic tone
● Experience handling high volumes of customer enquiries
● Excellent time management and prioritisation skills
● Comfortable working within defined processes and response guidelines
● Calm, reliable, and resilient under pressure

Nice-to-haves:

● Experience in eCommerce, DTC, or consumer products
● Familiarity with helpdesk tools such as Gorgias, Zendesk, or similar
● Exposure to Shopify, order management systems, or logistics queries
● Experience supporting customers with technical or considered purchases
● Interest in outdoor lifestyles, family-focused products, or cycling

Contact Information:

Please send resumes and any questions to hannah@kidsrideshotgun.com.