Payment Operations Specialist

📋 Description

• • As a Payment Operations Specialist at Zip, you will play a critical role in ensuring seamless payment experiences for enterprise clients, directly supporting the company’s mission to simplify procurement in the age of AI by resolving payment-related issues that impact billions of dollars in global spend.
• • You will serve as the primary point of contact for customers navigating payment journeys, combining empathy, technical troubleshooting, and cross-functional collaboration to maintain high satisfaction and trust in Zip’s platform.
• • Support customers via Zendesk by responding to inquiries, diagnosing payment failures, processing refunds or adjustments, and documenting resolutions to ensure timely closure of tickets within agreed SLAs.
• • Partner with payment provider support teams (e.g., Stripe, Adyen, ACH networks) and internal engineering/product teams to isolate root causes of payment issues, escalate when necessary, and validate fixes before communicating outcomes to clients.
• • Monitor and prioritize incoming customer contact queues (email, chat, phone) to balance workload, prevent backlogs, and ensure consistent service delivery during peak periods.
• • Design, document, and refine standard operating procedures (SOPs) for common payment scenarios—such as failed transactions, reconciliation discrepancies, and onboarding holds—to enable scalability, reduce repeat errors, and support team onboarding.
• • Collaborate with Engineering and Product teams to provide customer-facing insights that inform product improvements, including feature requests, UX enhancements, and error messaging clarity.
• • Participate in ad-hoc projects such as payment method expansions, compliance audits, or system migrations, contributing operational expertise to ensure smooth transitions and minimal customer disruption.
• • Zip is a fast-growing, mission-driven procurement platform backed by top-tier investors and trusted by industry leaders like OpenAI, Snowflake, and JPMorgan Chase to manage billions in annual spend.
• • The Payment Operations team operates at the intersection of customer success, fintech, and enterprise SaaS, offering a unique vantage point into how global companies manage financial workflows in complex B2B environments.
• • Develop deep expertise in payment rails, reconciliation processes, and enterprise financial systems while building transferable skills in stakeholder management, process optimization, and cross-functional influence.
• • Gain visibility into how scaling startups operationalize financial infrastructure, positioning you for growth into senior operations, product, or fintech roles within Zip or the broader industry.