Customer Experience Specialist

At Trade Me, we're about connecting Kiwi to create the life they want. Whether it's the big things like finding a home, a job, a car or growing their business, or the smaller things, like finding that right bedside table or parting ways with some old stuff. At Trade Me our vision is to be the place where Kiwi look first.

Behind every smooth trade, there’s often a helping hand. Our Customer Experience team sits at the heart of Trade Me, working to make us the place where Kiwi look first through fast, helpful service, delivered in a Trade Me way. We’re looking for two Customer Experience Specialists to make sure our members get world-class support. You’ll lead by example, become a go-to for escalated and complex issues, and help lift the people around you.

First things first, here are the key details so you can check this role fits your life:

• Assessment centre: You’ll need to be available in the morning on Thursday 12 Nov 2026.
• Start date: Wednesday 13 January 2027.
• Training: The first 6 weeks are Monday to Friday, 9am to 5.30pm. You’ll need to be available for all of it, so no annual leave during this time.
• Shift: After training, both roles work Tuesday to Saturday, 9am to 5.30pm.

Here is what you can expect from this role:

• Variety in every shift: you’ll be a key point of contact for escalated and complex member enquiries, and a safe pair of hands for whatever comes up.
• A chance to become the go-to expert on the ins and outs of the site, sharing your knowledge with the rest of CX.
• Daily and weekly goals to work towards, in a team where people are motivated, empowered and supported to achieve.
• Plenty of connection with Team Leads, seniors and teams across Trade Me, who’ll know you as someone to go to with any enquiry.
• Problem solving at the core of your day, and the chance to encourage others to do the same.

What you will bring to our team:

• At least 12 months’ experience in a contact centre, or a minimum of 2 years in a customer service role.
• Excellent written and verbal communication, with a high attention to detail and empathy that comes naturally.
• Strong organisation: you can juggle multiple things at once, work out what’s most urgent, and keep quality high under pressure.
• A problem solver’s mindset: you gather the facts, weigh up options and adapt well when priorities shift.
• Comfort with technology and a knack for picking up new knowledge quickly.
• Team spirit: you share knowledge, value working relationships and help set a tone of cooperation.
• Hands-on experience working with AI tools, and a natural curiosity to weave them into your everyday work.

You'll have the best time working at Trade Me, and this is why:

#AI and Tech: We live and breathe AI in our daily tasks. We value curiosity and an open mind towards new tech, offering dedicated AI skilling to help you grow and thrive in a fast-changing landscape. #Flexibility: Flexibility means different things to different people and we support you to find what works, including a utilities allowance. We value team connection and come together in person on Tuesday and at least one other day a week. #Wellness: Being your best self means caring for your physical and mental wellbeing, we offer lots of resources to help you along the way. #Leave: We support you with leave when you need it, including 5 days of wellness leave each year and 10 days of sick leave from day 1. #Social: Nothing beats getting together to have some fun and celebrate our success. Join us in the office on payday for company paid lunches. Regular Friday drinks and nibbles, annual Trade Me company awards, celebrations and more. #Learning: Whether it's on the job, formal training, or mentoring, you'll grow with us from Day 1. We're big on internal mobility and look to our own talent first for new opportunities.

We know some candidates can be reluctant to apply for roles if they feel they don't 'tick all the boxes'. If you're excited about this opportunity, we'd still really like to hear from you so please send us your resume and a short cover note outlining the “Why”.

Trade Me is an INZ accredited employer. We truly value diversity and embrace a flexible workplace where people are encouraged to achieve their potential.

Check out the job description for this role here.