Customer Experience Specialist

ZipMoney; Sydney; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

25 days paid leave

16 weeks paid parental leave

4 weeks for supporting carers

Mental health and wellness initiatives

EAP access (Sonder)

Discounted private health insurance

ClassPass fitness discounts

Volunteer days

Job summary

ZipMoney is seeking a customer-focused professional to join its Sydney team within the Customer Experience function. You’ll be the first port of call for enquiries from Australians using Zip, delivering thoughtful support at pace and maintaining attention to detail in every interaction.

With 6-12+ months in customer service, you’ll help manage inbound calls and tickets, collaborate across teams, and contribute to process improvements while growing your skills in a fast-moving BNPL environment.

Qualifications

• 6-12+ months experience in a customer service or customer-facing role.
• Strong problem-solving and communication skills.
• Ability to work in a fast-paced, teamwork-driven environment.
• Willingness to adapt to changing processes and tools.
• Familiar with following customer service workflows and procedures.

Responsibilities

• Support inbound customer calls and tickets across channels.
• Collaborate with cross-functional teams to resolve issues.
• Lead customer interactions with confidence and convert customers into loyal users.
• Identify opportunities to improve processes and propose enhancements.
• Follow internal workflows with strong attention to detail.
• Build internal networks and seek growth opportunities.

Skills

Customer service

Problem solving

Teamwork

Adaptable

Risk management

Communication skills

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