Lead Customer Experience Specialist
Own, lead, and elevate Customer Experience at Keyhook. A hands-on leadership role for someone ready to step up and truly own CX end-to-end.
About Keyhook
Keyhook is a modern, Kiwi-built property management platform designed to simplify the lives of property managers, tenants and owners across Aotearoa and beyond. We are known for being innovative, practical, and deeply customer-focused. As we scale rapidly, customer experience is not a support function at Keyhook — it is a strategic pillar of the business.
About the Role
We are seeking a Senior Customer Experience Specialist to own, lead, and elevate Customer Experience at Keyhook.
This role is ideal for someone who has operated as a 2IC or senior operator in CX at a high-performing tech company (for example Xero, Trade Me, or a similar SaaS business) and is now ready to step up and truly own CX end-to-end.
This is a hands-on leadership role. You will still be close to customers, onboarding agencies, running training, and handling complex scenarios — while also building systems, standards, and capability around you.
This role reports to senior leadership and will have opportunity to grow into the Head of Customer Experience as the company scales.
You will be responsible for
- Leading our Customer Experience Specialists
- Defining how CX operates at Keyhook
- Being the voice of the customer internally
- Laying the foundations for a world-class CX function
What This Role Owns
Customer Experience at Keyhook includes:
- Onboarding & implementation
- Training & enablement
- Ongoing customer support
- Customer health & retention
- CX processes, tooling, and quality standards
- Customer feedback loops into Product and Engineering
Key Responsibilities
CX Leadership & Ownership
- Act as the senior owner of Customer Experience across the business.
- Lead, mentor, and support Customer Experience Specialists.
- Set expectations, standards, and ways of working for CX.
- Be accountable for customer confidence, satisfaction, and adoption.
Onboarding & Training Excellence
- Oversee and improve onboarding journeys for new agencies.
- Personally lead high-value or complex onboarding engagements.
- Ensure training is engaging, practical, and confidence-building.
- Continuously refine onboarding and training based on feedback and outcomes.
Customer Support & Escalation
- Act as the escalation point for complex or sensitive customer issues.
- Ensure support interactions are timely, accurate, and human.
- Identify recurring issues and work with Product and Engineering to resolve root causes.
CX Systems, Process & Scale
- Design and improve CX workflows, playbooks, and documentation.
- Help define tooling, reporting, and metrics for CX as the team scales.
- Ensure CX can grow without losing quality, warmth, or consistency.
Voice of the Customer
- Be the strongest internal advocate for our customers.
- Translate customer feedback into clear insights for Product and Engineering.
- Identify patterns, risks, and opportunities across the customer base.
Cross-Functional Collaboration
- Work closely with Product, Engineering, Sales, and Marketing.
- Support product launches with training, comms, and enablement.
- Help ensure features are built and released with CX in mind.
Representation & Travel
- Represent Keyhook professionally with customers and industry partners.
- Travel within NZ for onboarding, workshops, and key customer engagements when required.
Career Path
This role is a deliberate step toward Head of Customer Experience. As Keyhook grows, this position will evolve into full ownership of CX strategy, broader team leadership, and deeper influence across product and company direction. We are looking for someone who wants to grow with the business and shape how CX is done at scale.
About You
You are calm, confident, and credible. People trust you quickly — customers and teammates alike.
You will thrive in this role if you:
- Have senior experience in Customer Experience, Support, or Enablement within a tech or SaaS company.
- Have acted as a 2IC or senior operator and are ready to fully own CX.
- Are comfortable leading people while remaining hands-on.
- Communicate clearly, empathetically, and with authority.
- Understand how to balance customer advocacy with commercial reality.
- Are structured, pragmatic, and outcome-focused.
- Enjoy building systems, not just working within them.
- Want responsibility, ownership, and accountability — not just a title.
Property management experience is not required. Curiosity, empathy, and the ability to learn quickly are.
Why Join Keyhook
- Own CX at one of NZ's fastest-growing SaaS companies.
- Work with a passionate, high-calibre team that cares deeply about customers.
- Have real influence over product direction and company culture.
- Clear growth path into a Head of Customer Experience role.
- Travel opportunities and exposure to a wide range of customers.
- Build something meaningful, not just maintain something existing.
If you want a safe, narrow role, this isn't it. If you want ownership, impact, and a seat at the table, this is it.
Apply Now
Interested in this role? Fill out our application form and attach your CV.
Apply for this Role