Payment Operations Specialist

📋 Description

• • Zip is at the forefront of revolutionizing how modern businesses operate in the AI era, tackling the complex challenge of software and service procurement. With enterprise spending exceeding $120 trillion globally, a market significantly larger than consumer e-commerce, businesses increasingly rely on vendors for their core operations. Zip's co-founders recognized this universal pain point in 2020 and developed a purpose-built procurement platform designed with a simple, consumer-grade user experience. In just five years, Zip has not only created a new market category but has also established itself as the leading solution within this substantial $50 billion+ Total Addressable Market (TAM) space.
• • Today, Zip is the trusted platform for world-leading companies such as OpenAI, Snowflake, Anthropic, Coinbase, and JPMorgan Chase, enabling them to manage billions of dollars in spend effectively. The company boasts a world-class team comprised of individuals from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a significant $2.2 billion valuation and $370 million in funding from prominent investors including Y Combinator, Tiger Global, BOND, DST Global, and CRV, Zip is strategically focused on developing cutting-edge technology, expanding its global reach, and, most importantly, delivering exceptional value to its customers.
• • As a Payment Operations Specialist, you will be an integral part of a rapidly expanding team, playing a pivotal role in delivering exceptional customer support. Your primary responsibility will be to ensure our clients can seamlessly make payments and to resolve any issues they encounter throughout their payment journey with Zip. This support extends from the initial onboarding phase through to ongoing assistance, with the ultimate goal of delighting our customers.
• • We are seeking a proactive, self-starting individual who thrives in a team environment and possesses an unwavering customer-first mindset. The ideal candidate will be eager to actively contribute and resolve challenges as they arise. Empathy for the difficulties our clients face and a strong sense of ownership in resolving team and client problems are crucial attributes for this role. You will engage directly with our clients, meticulously investigate payment-related issues, and drive them to a satisfactory resolution, maintaining a high level of customer satisfaction throughout the process.
• • Key responsibilities include providing direct customer support via Intercom, effectively communicating, troubleshooting, and resolving payment-related issues. You will collaborate closely with our customer success teams and payment provider support to ensure timely and efficient problem resolution for our clients. A critical aspect of this role involves managing and prioritizing customer contact queues to deliver the best possible customer experience within defined Service Level Agreements (SLAs).
• • Furthermore, you will be instrumental in designing and documenting robust payment operational processes. This will involve a sharp focus on standardization and automation to build scalable solutions that empower the team to grow. You will also act as a key liaison with our payment providers and internal cross-functional teams, including Engineering and Product, to address and resolve any issues impacting our payment products. During the resolution process, you will maintain clear and consistent communication with both clients and internal stakeholders regarding progress.
• • This role also offers the opportunity to contribute to ad-hoc projects that support the broader payment operations team, providing exposure to various facets of the department's strategic initiatives. The ideal candidate will be adept at managing multiple priorities, demonstrating strong analytical skills, and a commitment to continuous improvement in payment operations.