Customer Experience and Quality Specialist

About Cymonz

Cymonz specializes in providing infrastructure for cross-border payments, enabling banks, fintechs, remittance agencies, and financial institutions worldwide to launch and scale international payment services without building the underlying systems. With over a decade of experience, Cymonz supports customers across regions including New Zealand, Australia, the Pacific, the United Kingdom, and Africa by delivering secure, compliant, and customer-friendly payment solutions. Their platform combines extensive industry knowledge with proven technology to help customers innovate and compete globally.

Role Overview

The Customer Experience & Quality Specialist is integral in ensuring clients enjoy smooth onboarding, reliable day-to-day assistance, and high-quality system updates. The role encompasses responsibilities spanning customer support, quality assurance, and platform management to foster excellent service and continuous improvement of Cymonz’s offerings.

Key Responsibilities

• Provide prompt, professional, and solution-oriented customer assistance to deliver a superior client experience.
• Handle and prioritize incoming support inquiries, replicating issues and coordinating with Product and DevOps teams for resolution.
• Maintain transparent communication, keeping customers informed throughout the support and enhancement process.
• Create and update user guides, support documentation, and standard operating procedures.
• Collaborate closely with Product and DevOps teams to enhance customer satisfaction and service delivery.
• Generate customer reports including SLA adherence and operational performance.
• Track customer support metrics and proactively identify improvements.
• Conduct testing of new features, fixes, and upgrades prior to production deployment.
• Develop and sustain automated testing frameworks in cooperation with the Product team.
• Enhance test processes, automation scope, and software quality to meet customer expectations.
• Participate in release planning and deployment to ensure quality delivery.
• Partner with DevOps and Product teams to detect issues early and minimize rework.
• Administer and improve platforms such as Zendesk, Confluence, Datadog, Better Stack, and other internal tools.
• Set up workflows, dashboards, and reports to increase team productivity and customer insight.
• Identify opportunities for process automation, tool enhancement, and efficiency gains.

Desired Experience and Skills

• Experience in customer support within SaaS, technology, or financial sectors.
• Familiarity with software quality assurance and automation testing.
• Hands-on knowledge of testing tools like Ghost Inspector, Playwright, or comparable software.
• Experience with customer support and team collaboration platforms such as Zendesk, Confluence, Datadog.
• Background working in Agile or DevOps setups.

Personal Qualities

• Strong commitment to delivering exceptional customer service.
• Integrity, professionalism, and sound decision-making.
• Excellent problem-solving and critical thinking capabilities.
• Effective communication skills, both verbal and written.
• Collaborative team player able to build positive relationships.
• High personal accountability and attention to detail.
• Adaptable, eager to learn new technologies and methodologies.
• Resilient in handling multiple priorities in a dynamic environment.
• Proactive in driving improvements in workflows and customer interactions.

Work Arrangement

This position allows for remote work from locations including Wellington, Christchurch, or the United Kingdom, with flexible hours that overlap UK business times, typically 2:00 pm to 10:00 pm NZ time. Cymonz emphasizes outcome-based work with strong team collaboration across global offices.

Opportunities

Joining Cymonz presents a chance to contribute to and grow with a dynamic team focused on innovation in global payments. This role offers broad exposure across customer experience, product management, QA, automation, and platform tools within a fast-expanding company.