Data Migration & Customer Support Representative

About Tapi Tapi is a high-growth SaaS company revolutionising property maintenance with innovative software solutions. With a strong presence in New Zealand and Australia, we help property managers streamline their operations through seamless automation and smart integrations.

The Role

This is a full-time contract role that combines two of our most important operational functions: data migrations and customer support. Your primary responsibility will be owning the data migration process - helping new customers transition into Tapi with accuracy and care. When migrations are in a quieter phase, you’ll be rostered into our Customer Support team, serving as a first point of contact for our property managers, tenants, and service providers.

In short: you’re the person who helps customers get into Tapi, and then helps them thrive once they’re there. What You’ll Do Primary: Data Migrations Own the Timeline: Coordinate the migration schedule, keeping customers and internal teams aligned so we hit “Go Live” dates.

Scrub the Data: Take messy customer spreadsheets and clean them up — fixing formatting, standardising addresses, and spotting errors before they enter the system.

Execute the Migration: Run the actual migration processes (we’ll teach you the tools) and monitor them for success.

The “Human Matcher”: Perform the crucial manual work of job matching and job re-openings — mapping legacy maintenance jobs to the right status in Tapi.

Quality Control: Check the final result to ensure every job made it over correctly, attached to the right property.

Report Back: Flag recurring issues to the Specialist team so we can continuously improve automation in our migration process.

Secondary: Customer Support (Overflow) When migration workload allows, you’ll be rostered into the Customer Support team: Be the first point of contact for property managers, tenants, and service providers — delivering timely, thoughtful, and effective support.

Troubleshoot issues and answer queries through email, chat, and occasional video calls.

Collaborate with our product and engineering teams to escalate and resolve technical issues.

Help customers get the most out of Tapi by proactively identifying opportunities to improve their experience.

Manage and prioritise multiple support tickets efficiently using our customer support systems.

Share customer insights and suggest product or process improvements to contribute to a culture of continuous improvement.

Your Day Might Look Like This

Playing a high-stakes game of “snap” — manually matching open maintenance jobs from a customer’s existing system to Tapi so nothing falls through the cracks.

Wrangling a spreadsheet that looks like it was made in 1995, and turning it into clean, usable data.

Coordinating with a CSM to confirm a client is ready for their data cut-over.

Jumping into the support queue to help a property manager troubleshoot a workflow issue.

Manually re-opening a batch of jobs so the Property Manager can pick up exactly where they left off. What You’ll Bring Stamina & Focus: A lot of this work is manual and repetitive (matching jobs, re-opening files). You need the ability to stay focused and accurate, even on task #500.

Excel/Sheets Confidence: You don’t need to be a programmer, but you need to be fast and comfortable in spreadsheets (filtering, sorting, finding duplicates).

Process Driven: You love a checklist. You don’t skip steps.

Organization: You can manage multiple migrations at once without forgetting whose data is whose.

Fluent in English: Clear, friendly communication is your superpower — both written and spoken.

Customer-First Mindset: You’re calm under pressure, enjoy digging into the details, and genuinely care about helping people.

Tech-Savvy: You’re quick to learn new tools, systems, and workflows.

A “Finisher” Mindset: You take pride in getting a task from “To Do” to “Done” perfectly.

Access to a personal PC or laptop suitable for full-time remote work, along with a reliable internet connection. Nice to Have Previous experience in a data entry, admin, or VA-style role.

Experience with customer support platforms such as Zendesk, Intercom, or similar.

Understanding of property management — knowing what a “Work Order” or “Quote Request” is will help with job matching.

Familiarity with the real estate or SaaS industry.

Ideas for improving automation in data processes.

Why Work With Us Be part of a growing SaaS company making waves in PropTech

Work with a smart, driven, and friendly team

Competitive salary and plenty of room for growth

Your work will directly improve customer outcomes and satisfaction