Communications Navigator

Who we are

Resonate is a proudly New Zealand audiology company with a clear vision: to make hearing healthcare more accessible for all New Zealanders. With 31 studios across the country, we work without unnecessary hierarchy, value collaboration and encourage people to speak up and make an impact.

The role

As a Communications Navigator in our Connect Team, you're the first point of contact for customers who call or message us. You'll help people solve problems, make decisions and feel looked after, so they get the most from their hearing. You'll be based in our Takapuna office, with opportunities to spend time in our Studios and see the impact of your work first-hand.

What you'll do

• Answer calls and work through tickets, solving hearing aid issues over the phone or by email so customers don't wait for an appointment when they don't need one.
• Take the conversations that need a person, such as cancellations, reschedules, concerns and complaints, and work towards the right outcome for the customer.
• Pass requests to Studio teams through when needed, then follow up until they're done.
• Reach out to subscribers who haven't had a recent check-in or follow-up, so no one is left to struggle on their own.
• Keep accurate records in HubSpot and Compass and help us spot patterns in what customers are telling us.

What you'll bring

You don't need a background in hearing healthcare. We'll provide the training you need. What matters is that you can stay calm, explain things clearly and see a problem through.

• Warm, clear communication, especially with people who are worried or frustrated.
• A talent for explaining technical information in plain language.
• Persistence. You like finishing what you start and checking it's been done.
• Accuracy and attention to detail with customer information.

Nice to have: experience in a phone or support role, or with tools like HubSpot, Monday.com or PMS (or the confidence to learn them quickly).

This role might suit you if

You enjoy solving problems for people one conversation at a time and would like to help people progress through their hearing health journey.

What we offer

• Meaningful work that makes a real difference to people's hearing health.
• A supportive, collaborative team that celebrates one another's wins.
• Stunning Takapuna offices with an onsite Starbucks café, and free car parking.
• The Tahua Family Card, with discounts across Burger King, Starbucks, Hannahs, Number One Shoes, and Resonate Health.
• Life and trauma cover, enhanced parental leave and your birthday off.

We're guided by our values: People, not patients; Trust through transparency; Seamless collaboration; and Whanaungatanga, building genuine connections in every interaction. If that sounds like you, we'd love to hear from you. Apply now.

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