Payment Operations Specialist

Our co-founders started Zip in 2020 to address this seemingly intractable problem with a purpose-built platform that provides a simple, consumer-grade user experience. Within just a few short years, Zip created the procurement orchestration category and developed the leading solution in this $50B+ TAM space. Today, leading companies like Instacart, Anthropic, Sephora, Discover, Reddit, and Lyft rely on Zip to manage billions of dollars in spend.

We're a fast-growing team that helped scale category-defining companies like Airbnb, Meta, Salesforce, Databricks, Ramp, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

Since Zip launched 2 years ago, we’ve garnered tremendous product-market fit with our core spend approvals, helping hundreds of enterprise customers manage their business spend. Our average customer today processes thousands of payments per month across millions of dollars. To help facilitate the transaction end to end, we just launched our second product, Procure to Pay, where we’ll facilitate B2B payments to vendors directly. We are on track to process billions of vendor payouts globally in 2023.

Your Role

As a payment operations analyst, 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 Intercom by communicating, troubleshooting and resolving any payment issues.

• Partner with our customer and payment providers support teams to find a timely resolution to customer's 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

• 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 able to work during business hours from Monday to Friday from 11 am to 7PM PST

• Must be working from  the office at least  2 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

The salary range for this role is 60,000 - 75,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• 📈  Start-up equity

• 🦷  Full health, vision & dental coverage

• 🍽️  Catered lunches & dinners for SF employees

• 🚍  Commuter benefit

• 🚠  Team building events & happy hours

• 🌴  Flexible PTO

• 💻  Apple equipment plus home office budget

• 💸  401k plan

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!