Customer Success and Support Specialist, New Zealand

Position Overview:

This hybrid Customer Success and Support Specialist, New Zealand role is designed as a progression-based position, with an initial focus on core customer service responsibilities before transitioning into account management of New Zealand (NZ) clients.

The role will focus on delivering exceptional front-line customer support to event organizers, participants, and end users across the Race Roster platform. As product knowledge, confidence, and regional exposure grow, the role will evolve into a relationship-led position, with responsibility for a portfolio of NZ-based customers, including strategic consulting, onboarding, optimization, and long-term success planning.

This role requires strong customer service capability, technical aptitude, and relationship-building skills, along with flexibility to support customers outside standard business hours, including occasional weekend work and travel to events.

Product Line:
This role will primarily support the Race Roster platform, with exposure to other ASICS Apps products including njuko and Runkeeper, and collaboration with the broader ASICS team.

Work Location:

This remote position is open to candidates based anywhere in New Zealand.

Responsibilities:

• Deliver exceptional customer support and success outcomes across the Race Roster platform and ASICS Apps suite, ensuring a high-quality experience for event organizers, participants, and end users
• Own and develop customer relationships for a portfolio of New Zealand-based event organizers, acting as the primary point of contact and trusted advisor
• Provide onboarding, training, and ongoing enablement to customers to drive adoption, optimisation, and long-term platform value
• Lead and support end-to-end event registration cycles, including configuration, testing, launch, and post-event review
• Proactively identify customer needs, risks, and growth opportunities, recommending solutions that improve efficiency and participant experience
• Collaborate cross-functionally with internal teams (Customer Success, Product, Finance, Sales, Marketing) to deliver customer outcomes and advocate for customer needs
• Communicate and understand new features, system updates, and platform enhancements, including delivery of training where required
• Capture, escalate, and track product issues, bugs, and enhancement requests to support continuous platform improvement
• Support onsite event delivery, including travel and flexible working hours as required
• Execute responsibilities in accordance with Race Roster company policies, and undertake other duties as directed, including ad hoc or special projects as assigned
• Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams

Education & Experience:

• 3+ years’ experience in a customer service, professional services, or client-facing role
• Strong customer service and communication skills, with the ability to show empathy and professionalism
• High level of technical aptitude and willingness to learn new technologies
• Strong organizational, data management, and relationship management skills
• Comfortable delivering support via phone, email, video, in-person, and digital channels
• Proven ability to troubleshoot simple and complex customer challenges
• Self-motivated, independent, and adaptable in a fast-paced environment
• Willingness to travel and work outside standard business hours when required

Bonus Education & Experience:

• Event management or endurance sports industry experience
• Experience working with B2B SaaS platforms
• Experience working in a business across multiple timezones
• Relevant Industry Experience

The successful candidate for this role will become an employee of Registration Logic (doing business as ASICS Apps Australia), a subsidiary of ASICS Corporation, a Japanese multinational corporation.

All qualified applicants will receive consideration for employment without regard to age, parent and career status, disability, employment activity, expunged homosexual conviction, gender identity, industrial activity, lawful sexual activity, marital status, physical features, political belief or activity, pregnancy or breastfeeding, race, religious belief or activity, sex, sex characteristics, sexual orientation, personal association with someone who has, or is assumed to have one of these personal characteristics.