Customer Experience & Operations Analyst

Zed; Manila; On-site; PHP 334,800 - 446,400; Full time

Job summary

Zed, located in Metro Manila, Philippines, is seeking a Customer Experience & Operations Analyst. This entry-level role is perfect for recent graduates or those with 1-2 years of experience who aim to dive into tech. You will engage with customers, diagnose their issues, and partner with teams for solutions. This position offers a unique exposure to company operations, allowing you to grow in diverse areas like Product Marketing and User Research.

Qualifications

• Strong academic background, preferably in a rigorous environment.
• Detail-oriented and organized with the ability to manage multiple tasks.
• Ambitious with a desire for growth and learning opportunities.

Responsibilities

• Diagnose and resolve user issues through various channels.
• Develop expertise in Zed's products and serve as a resource for users.
• Collaborate with teams to address and resolve complex issues.

Skills

Analytical skills

Effective communication in English and Filipino

Problem-solving skills

Organizational skills

Curiosity

Education

Recent graduate or 1-2 years of experience

Job description

About Zed

Zed is building the first AI-native, licensed neobank in the Philippines designed to democratize access to premium financial services for young professionals in global markets. The current banking system is broken, often shutting out the world’s youngest and fastest-growing consumer classes—we’re here to fix it.

Our team is uniquely positioned to solve this. We are Stanford engineers and former YC founders who have spent our careers at the intersection of banking and hyper-growth startups like Square, Facebook, and Box. We’ve been here before, having previously built and exited Symple (YC W'17), a fast-growing B2B payments company.

We are backed by world-class investors, including Accel, Valar, Immad Akhund (Mercury), Dalton Caldwell (Y Combinator), and Kunal Shah (Cred).

The Role

This is not a traditional customer support role.

At Zed, Customer Experience & Operations Analysts sit at the intersection of product, operations, and strategy. You’ll work on the front lines of the business—solving real user problems while helping shape what we build and how we scale.

This role is designed for exceptional early-career candidates who want to break into tech, work closely with founders, and develop a deep understanding of how high-growth companies operate from the inside.

You won’t just respond to customers—you’ll:

• Identify product gaps and influence roadmap decisions

• Collaborate directly with engineering and leadership

• Turn real user interactions into insights that drive the business

Many of the best product managers, operators, and founders start in roles like this—because it provides unmatched exposure to how companies actually work.

What You’ll Do

Own the customer experience

• Diagnose and resolve user issues across email, chat, and other channels

• Develop deep product expertise and act as a trusted resource for users

• Deliver thoughtful, high-quality communication that reflects Zed’s brand

Turn interactions into insight

• Identify patterns, recurring issues, and product gaps

• Document and synthesize findings into clear, actionable insights

• Help inform product, design, and operational priorities

Work cross-functionally to solve problems

• Partner with engineering, compliance, and operations to resolve complex issues

• Escalate and drive resolution on high-impact problems

• Contribute to building systems and processes that scale

Contribute to product and operations

• Test new features and provide structured feedback before launch

• Help improve internal tools, workflows, and support systems

• Support reporting and analysis on user behavior, product performance, and support trends

Who You Are

• Early in your career: Recent graduate or within ~1–2 years of experience

• Academically strong: You’ve demonstrated excellence in a rigorous environment

• Exceptionally communicative: Clear, thoughtful writer and speaker in English and Filipino

• Analytical and curious: You ask good questions, spot patterns, and connect dots

• Detail-oriented and organized: You can manage multiple priorities without dropping quality

• High ownership: You take responsibility for outcomes, not just tasks

• Ambitious and growth-oriented: You’re looking for a steep learning curve and meaningful responsibility

Career Growth

This role is designed as an entry point into Zed’s core functions.

High performers will have opportunities to grow into roles across:

• Card Operations

• Compliance

• Growth

• Product Marketing

• User Research

You’ll work closely with founders and senior team members, gaining exposure that typically takes years to access in larger companies.

We are an equal opportunity employer and do not discriminate based on legally protected characteristics. We provide reasonable accommodations throughout the hiring process.

Compensation includes salary, equity, and benefits. Final offers are based on role scope, location, and experience.