Customer Success Team Lead
At a glance
Senior Customer Success role at Kernel Wealth. Auckland.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead, coach and develop roughly five Customer Success specialists while staying involved in customer work
- Set workloads, priorities and service levels, then handle difficult cases and escalations
- Answer customer questions through phone, email and chat about investment, savings and KiwiSaver products
- Help improve processes, customer content, automation and AI-supported service tools
- Cover wider team leadership when needed and support recruitment, onboarding and development
What you bring
- You have led a customer-facing team and can coach and manage people effectively
- You bring senior, hands-on customer support experience, including complex enquiries and escalations
- You communicate clearly and empathetically in writing and conversation, using CRM or support platforms
- You adapt quickly, take initiative and solve practical problems; financial services experience and KiwiSaver knowledge help
- You have the right to work in New Zealand
Who this fits
This suits a senior customer success practitioner who wants direct customer work alongside leadership of a small specialist team. You’ll be based in Auckland and work closely with the Head of Customer Success, stepping in for wider team leadership when required. The role calls for someone comfortable with phone, email and chat support, customer escalations, and tools such as Intercom, Fin AI and HubSpot.
From the employer
About Kernel
Kernel is growing! We’ve grown 100%+ year on year for the past six years. With 60K customers today and growth on track to reach 100K by the end of next year.
We’re on a mission to help Kiwis build wealth, improve financial literacy, and create lasting saving and investing habits. Our investment platform makes investing simple and accessible, with tools and guidance to support long-term financial goals.
We’re at an exciting stage, scaling fast, expanding our team, and building the foundations for the next phase of growth. Our culture is collaborative, hands-on and ambitious. Things move quickly here, and every person plays a key role in shaping what we become.
The opportunity
Kernel Wealth is looking for an experienced Customer Success Team Lead to join its Auckland-based team.
This newly created role combines people leadership with hands-on customer delivery. You’ll lead and develop a team of approximately five Customer Success specialists while continuing to support customers directly across phone, email and chat.
You’ll work closely with the Head of Customer Success, deputising when required and helping shape the way the team uses tools such as Intercom, Fin AI and HubSpot to deliver efficient, personal and compliant customer experiences.
What you’ll be doing
Lead, coach and develop the Customer Success team
Manage workloads, priorities and service levels
Resolve complex customer issues and escalations
Support recruitment, onboarding and team development
Respond to customer enquiries across phone, email and chat
Explain Kernel’s investment, savings and KiwiSaver products clearly
Improve processes, customer content, automation and AI tools
Step up to lead the wider team when required
What you’ll bring
Proven experience leading a customer-facing team
Strong coaching and people management capability
Senior-level, hands-on customer support experience
Confidence managing escalations and complex customer enquiries
Clear, empathetic written and verbal communication skills
Experience using CRM or customer support platforms
Adaptability, initiative and a practical problem-solving approach
Financial services experience is preferred, with KiwiSaver knowledge an advantage
The right to work in New Zealand
Why You’ll love it at Kernel
Connecting Kiwis with investment products that are designed in a way no other fintech in New Zealand is approaching, connecting everyday financial goals with intuitive, customer-first experiences.
Contribute to a platform trusted by tens of thousands of Kiwis, helping them feel more confident and in control of their money.
Execute across a broad range of Kernel’s Customer function initiatives, with the autonomy to test improvements, learn from customer insights, and scale what enhances the overall experience.
Join a team built on trust, collaboration, and flexibility, where feedback is constructive and everyone has a voice.
Competitive compensation package
Health insurance, parental leave top-up, and professional development support
Extra Kernel holidays
Office snacks, coffee, and a dog-friendly environment
Join our team
Not sure you meet every requirement? We encourage you to apply. We value growth, impact, and mindset just as much as specific experience. If this opportunity sounds like you, send us your cover letter explaining why you’re excited about the role and working at Kernel, along with your CV.
Visit our careers page for more on working at Kernel and follow us on LinkedIn & Instagram. to stay connected.
Not this one either?
Claude or ChatGPT reads the other 90,924 for you.
Get better matches →
