Merchant Engagement Specialist/Partner Success Associate I (NZ) - 12M Contract

Zip Co; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

A digital financial services company in Auckland is seeking a Merchant Support Specialist to assist and onboard merchants. This role involves providing operational support, leading initiatives, and ensuring merchants maximize their partnership. Ideal candidates have sales experience and a customer-first mindset. The position offers a hybrid work arrangement and supportive company culture.

Benefits

25 days paid leave annually

Mental health and wellness initiatives

Team social events

Free breakfast daily

Qualifications

• Minimum 12 months’ experience in payments or a similar industry.
• Proven success in inside sales with a history of meeting targets.
• Excellent written and verbal communication skills.

Responsibilities

• Be the first point of call for Zip Merchants.
• Provide operational support to merchants and sales teams.
• Lead promotional initiatives to drive commercial goals.

Skills

Experience in payments

Inside sales (B2B)

Communication skills

CRM tools (Salesforce)

Analytical mindset

Job description

Overview

In this hybrid role, you’ll be the go-to contact for our merchants, helping with day-to-day questions and providing ongoing support to make sure they get the most out of their partnership with Zip. You’ll also play a key role in growing our presence in the New Zealand market by identifying and onboarding new merchants. This is a 12-month fixed-term contract and you’ll work flexibly from our Auckland office (Takapuna).

Be the first point of call for Zip Merchants and provide operational support to Merchants, Channel Partners and Sales Teams.

Responsibilities

• Be the first point of call for Zip Merchants
• Provide operational support to Merchants, Channel Partners and Sales Teams
• Lead large-scale promotional and engagement initiatives that drive key commercial goals
• Run tailored training sessions that give merchants the tools and confidence to succeed with Zip
• Launch campaigns that boost engagement—online and in-store—helping merchants connect with their customers
• Build strong, lasting relationships with key merchant contacts to unlock the full value of their partnership with Zip
• Take a consultative approach to selling, helping new and existing merchants solve real business problems by showing how Zip can make a difference
• Support merchants, partners, and internal teams with account setup, maintenance, troubleshooting, and ensuring smooth, secure transaction processing
• Respond to merchant queries, validate technical flows, and ensure everything runs smoothly; provide training and resources so merchants can get the most out of our platform
• Identify opportunities to bring in new business through merchant networks and take the lead when appropriate
• Own the Merchant Enquiries Knowledge Base, creating FAQs and guides to help merchants solve problems quickly and independently
• Gather feedback, work with teams across the business to improve operations, and help shape product and tech solutions
• Contribute to strategic projects and deliver standout merchant support to build positive relationships across Zip and with partners

What You’ll Bring To The Team

• Minimum 12 months’ experience in payments, merchant services, or a similar industry
• Proven success in inside sales (B2B preferred) with a history of meeting or exceeding targets
• Solid understanding of payment processing, credit, eCommerce, and retail markets
• Excellent communication skills—both written and verbal
• Customer-first mindset with a focus on delivering a great merchant experience
• Skilled in using CRM tools like Salesforce to manage leads and track performance
• Analytical mindset with the ability to draw insights from data and spot trends
• Highly organized, detail-oriented, and able to manage time effectively
• Capable of solving complex issues and managing escalations professionally
• An aptitude for identifying and managing risks
• 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
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, free access for you and family members to our EAP service Sonder
• 2 days paid volunteering leave per year
• Team social events, epic offices, free breakfast daily

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 that bring customers and merchants together. Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers 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, S.