Website:
zatohq.com
Job details:
Customer Success Specialist – Implementation & Support (AU/NZ Region)
Location: Hyderabad, India (Work from Office)
Shift: Aligned to Australia and New Zealand business hours
Employment Type: Full-Time
About Zato
Zato is a compliance automation platform built for accounting firms across Australia and New Zealand. The platform streamlines workpaper preparation, financial statement generation, client job management, and firm-wide compliance workflows, replacing fragmented, manual processes with a single, structured system of record for firms and their clients. Zato works closely with accounting practices across both regions to help them onboard, adopt, and get sustained value from the platform, and the Support and Implementation function sits at the center of that relationship.
About the Role
We are looking for a Support Associate to serve as a primary point of contact for our Australian and New Zealand clients. This role carries full accountability for the client experience across two regions and combines two connected responsibilities: leading new client onboarding and implementation, and providing ongoing day-to-day platform support once clients are live.
The successful candidate will work AU and NZ business hours from our Hyderabad office, ensuring clients receive timely, dependable support regardless of time zone. This is a collaborative role, working closely with fellow support team members, the Development team, and Project Management/PMO to ensure client issues are resolved efficiently and communicated clearly at every stage.
Key Responsibilities
Client Implementation and Onboarding (Primary Responsibility)
- Lead the end-to-end onboarding of new accounting firm clients onto the Zato platform for both AU and NZ regions
- Guide clients through firm setup, configuration, and initial platform training to ensure a smooth transition
- Coordinate with internal teams to ensure onboarding milestones are met on schedule
- Proactively identify and resolve onboarding roadblocks to reduce time to go-live
Client Support
- Serve as a dependable point of contact for AU and NZ clients, taking full ownership of assigned support queries from first response through resolution
- Respond to and manage client queries received via email and Microsoft Teams calls in a professional and timely manner
- Diagnose platform issues, troubleshoot client-reported problems, and provide accurate, clear guidance
- Escalate unresolved or technical issues appropriately, and follow through to ensure timely closure
- Maintain accurate records of support interactions and issue status
Cross-Functional Collaboration
- Work closely with the Development team and PMO to escalate, track, and resolve product issues
- Communicate updates, resolutions, and timelines clearly to clients in both regions
- Collaborate with fellow support team members to share knowledge, maintain consistency in client communication, and support broader team initiatives
- Contribute to other support-related tasks and projects as required by the business
Required Skills and Experience
- Prior experience in a client-facing support, implementation, or customer success role, ideally within SaaS, fintech, or accounting technology
- Strong written and verbal communication skills, with the ability to communicate confidently and clearly with clients over email and video calls
- Willingness and ability to work Australia and New Zealand business hours from the Hyderabad office
- Strong ownership mindset with the ability to manage multiple client relationships and issues simultaneously
- Ability to work collaboratively across teams, including Development and Project Management
- Familiarity with accounting, bookkeeping, or compliance concepts is an advantage
- Experience with support/ticketing tools and platforms such as Teams, and general comfort with SaaS platforms
What We Offer
- The opportunity to work directly with international clients across Australia and New Zealand
- A collaborative environment working alongside Development, Product, and PMO teams
- A role with genuine ownership and client impact from day one
- Based at our Hyderabad office, with a shift structure aligned to AU/NZ time zones
Interested candidates can apply by sending their resume to hello@zatohq.com
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