Payment Operations Specialist

Job description

ABOUT ZIP Zip is the AI platform for enterprise procurement — built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before. The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they’ve saved over $8 billion and processed over $500 billion in spend. Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups. YOUR ROLE As a Payment Operations Specialist, you will have the unique opportunity to join a fast-growing team. You will play a key role in providing customer support to ensure our clients can pay and resolve any issues our customers face during their payment journey at Zip, from onboarding to ongoing support to delight them. We are looking for a self-starter and team player with a customer-first mindset who is willing to roll up their sleeves as issues/challenges arise. We are looking for someone who has empathy for the challenges faced by our clients and takes ownership in resolving team/client problems. In this role, you will be responsible for communicating directly with our clients, investigating and bringing to resolution any payment-related issues with a high customer satisfaction rate. YOU WILL - Support our customers using Zendesk by communicating, troubleshooting, and resolving any payment issues. - Partner with our customer and payment provider support teams to find a timely resolution to customers' problems. - Answer and prioritize customer contact queues to provide the best customer experience within SLAs. - Design and document effective payment operational processes with a keen eye for standardization and automation to enable the team to scale. - Partner with our payment providers and cross-functional partners, including our Engineering & Product teams to resolve any issues impacting our payments products. While working toward a resolution, you will keep our clients and internal stakeholders up-to-date on the progress made. - Support ad-hoc projects for the payment operations team QUALIFICATIONS - Bachelor’s Degree - Minimum of 2 years working experience in a customer service role with payments experience - Must be able to work during business hours from Monday to Friday from 9AM to 5PM GMT - You possess excellent communication skills (verbal and written) with experience working in a customer-facing role. You communicate early and often and know when to escalate to the payments leadership team. - Strong attention to detail and responsibility in managing daily tasks - Works well individually and in teams by sharing information and supporting colleagues - Ability to work independently and as a team member while using discretion in decision-making and sound judgment in problem-solving - Must be working from the office at least 3 business days a week - You will be required to participate in out-of-business hours or holidays customer support from time to time - Willingness to learn new skills PERKS & BENEFITS At Zip, we’re committed to providing our employees with everything they need to do their best work. - 📈 Start-up equity - 🦷 Health, vision & dental coverage - 🌴 Flexible PTO - 💻 Apple equipment plus home office budget We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!