The client
Buddy Advisory is proud to be partnering with PaySauce (NZX: PYS), a mobile-first payroll platform built for small businesses across New Zealand and Australia.
PaySauce has been cooking up awesome payroll since 2015. What started as a bold idea has grown into a platform delivering the best payroll solutions for small businesses. PaySauce is now a 50+ person team generating $9.2m in annual revenue, serving 8,600+ customers and processing over $13 billion in payroll. With a clever platform and sharp eye for security, compliance and ease of use, PaySauce makes it easy for employers to manage the human side of business - from digital timesheets and rostering, through to calculating payroll, banking the payments and filing to tax authorities
PaySauce officially launched in Australia in April 2026, targeting the country's 694,000 micro-businesses with a payroll platform built from the ground up for simplicity and compliance. This role is one of the first hires into the Australian business, and an outstanding opportunity to help build something from the start.
The role
As PaySauce's first Customer Support Specialist in Australia, you'll be the voice customers hear when they need help, resolving queries across phone, email, and chat with the accuracy, warmth, and speed that PaySauce is known for in New Zealand.
This isn't just a support seat. You genuinely care about customer success; helping people achieve their goals, not just closing cases. You'll help define what great support looks like in the Australian market, building the processes, standards, and resources that will underpin the function as it grows. You'll work closely with the NZ customer operations team and will report to the Head of Customer Experience for Australia.
The responsibilities
Respond to inbound customer queries through live chat and email resolving issues related to the PaySauce platform, Australian payroll processes, and compliance requirements.
Support customers with platform queries including employee setup, leave balances, pay calculations, award interpretation, superannuation, and Single Touch Payroll (STP).
Follow up proactively where needed to ensure full resolution and a consistently positive customer experience.
Document all interactions in CRM accurately and consistently, identifying patterns and escalation triggers to share with the Head of Customer Experience.
Escalate complex payroll compliance or STP issues appropriately to the Onboarding Specialist team or product team.
Collaborate with the NZ Customer Support team to align on standards, share learnings, and maintain a consistent PaySauce experience across both markets.
Contribute to help content, FAQs, and support resources tailored to the Australian market.
Help build the foundations of the AU support function, including processes, quality frameworks, and service standards, as the team grows.
The requirements
Experience in a customer support role, preferably in a SaaS or technology environment.
Familiarity with accounting/payroll platforms would be beneficial and an understanding of Australian payroll practices: STP, superannuation, Fair Work obligations, and award interpretation, would be highly advantageous.
Strong verbal and written communication skills including the ability to explain complex concepts clearly.
Experience working with Intercom, Zendesk or a similar customer support system / multi-channel communication platform.
Strong organisational skills with the ability to manage multiple queries simultaneously and maintain accurate records.
A customer-first mindset with a genuine interest in helping small business owners to optimise payroll.
Why you'll love working at PaySauce
A people-first culture that takes care of its team as much as its customers; built on empathy, kindness, and genuine investment in its people.
A proven, profitable SaaS business with 10 years of product-market fit and a loyal customer base, with still plenty of runway ahead.
One of the first hires into a new market, with real scope to shape what the Australian support function looks and feels like.
Genuine variety in the role; customer queries, content, process improvement, and direct input back into the product team.
State-of-the-art workspace at The Forum in Cremorne; on-site café, rooftop beer garden, basketball court, indoor golf simulator, production studio, and sensory room.
Close-knit, high-trust team with direct access to leadership across both markets.
Salary guidance: $70,000 - $90,000 + superannuation.
Apply now! Applications close 5pm, Wednesday 8 July.
