Customer Experience Specialist

Zip Co Limited; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave

Parental leave (16 weeks)

Wellbeing allowance

Private health insurance discounts

Volunteering leave

Job summary

Zip Co Limited in Australia is seeking a Customer Experience professional to support inbound calls and tickets, ensuring a smooth and confident customer journey. You’ll work in a tight-knit team focused on solving problems quickly and delivering memorable service.

You’ll identify improvement opportunities, follow established workflows, and collaborate across teams as Zip expands its BNPL services for Australians. A strong customer-first mindset helps you thrive in this fast-paced environment.

Qualifications

• 6-12+ months experience in a customer service or customer facing role
• Passionate about teamwork and supporting others
• A problem solver who thinks fast on their feet
• Able to adapt and follow directions
• Familiar with customer service workflows and procedures
• A mindset to embrace AI and new tools to adapt and grow

Responsibilities

• Manage inbound customer calls and tickets and escalate to other teams as needed
• Lead customer interactions with confidence to convert customers into loyal users
• Identify and propose next level process improvements and product enhancements
• Follow internal workflows with strong attention to detail
• Build internal network and grow new skills for career growth
• Support Australians to shop with confidence using Zip

Skills

Customer service

Teamwork

Problem solving

Adaptable

Workflow adherence

Risk management

AI readiness

Tools

CRM software

Job description

• Customer-first mindset with 6-12+ months experience managing customer relationships
• Be a part of a tight-knit team of problem solvers who can think fast on their feet
• Weekly rotating roster (Monday-Friday, 8:45AM - 6PM)

Start your adventure with Zip

Join Zip’s Customer Experience function, responsible for creating memorable experiences for the millions of Australians who choose to pay with Zip - a leading global BNPL company. As a first port of call for all customer enquiries, Zipsters in this supportive team work well at pace, have a strong attention to detail and enjoy the variety that comes with managing interactions with people from all walks of life.

Beyond a willingness to take ownership of customer feedback and solve interesting challenges, core to this team’s success is the ability to identify opportunities to improve our processes and products.

Cool stuff you’ll be working on

• Supporting all Australians to shop with confidence using Zip, obsessing over the experience customers have with us
• Manage inbound customer calls and tickets and elevate requests to other team members across a broad range of internal teams
• Lead customer interactions with confidence, playing an important role in converting our customers into trusting lifelong users
• Put your name to driving positive change throughout the business by identifying and solving customer issues and proposing next level process improvements and product enhancements
• Follow internal workflows and processes carefully with a strong attention to detail
• Build your internal network, grow new skills and identify career growth opportunities

What you’ll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• 6-12+ months experience in a customer service or customer facing role
• Passionate about teamwork, willing to share knowledge and support others
• A problem solver who thinks fast and on their feet
• Adaptable and comfortable taking directions
• Familiar with following customer service workflows and procedures
• Able to manage change
• Able to work on a rotating basis from Monday - Friday, 8:45AM - 6PM
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
• Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Access to the Flare Benefits Hub and Novated Leasing for savings across lifestyle, essentials and wellbeing
• Fee-free Zip products, and discounts with Zip merchant partners
• Team social events, epic offices, free breakfast daily, and weekly free lunches

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.

Operating in two core markets - Australia and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

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