Payment Operations Specialist

Zip is the AI platform for enterprise procurement, built for humans and AI agents. We orchestrate procurement across teams, tools, and suppliers, enabling companies to innovate faster. Trusted by leading enterprises like T-Mobile, OpenAI, AMD, Mars, and Dollar Tree, Zip has helped save over $8 billion and processed over $500 billion in spend. Our team comprises product leaders from Apple, Airbnb, and Meta, and former procurement leaders from major companies. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million with a recent valuation of $2.2 billion, earning recognition from Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

Introduction

Zip is the AI platform for enterprise procurement, built for humans and AI agents. We orchestrate procurement across teams, tools, and suppliers, enabling companies to innovate faster. Trusted by leading enterprises like T-Mobile, OpenAI, AMD, Mars, and Dollar Tree, Zip has helped save over $8 billion and processed over $500 billion in spend. Our team comprises product leaders from Apple, Airbnb, and Meta, and former procurement leaders from major companies. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million with a recent valuation of $2.2 billion, earning recognition from Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

As a Payment Operations Specialist, you will join a rapidly growing team, playing a crucial role in providing customer support. Your focus will be on ensuring clients can complete payments and resolving any issues they encounter during their payment journey at Zip, from onboarding to ongoing support.

We are seeking a self-starter and team player with a customer-first mindset, ready to tackle challenges. We value empathy for client struggles and a commitment to resolving team and client problems. In this role, you will directly communicate with clients, investigate payment-related issues, and ensure high customer satisfaction.

Responsibilities

• Support customers using Zendesk by communicating, troubleshooting, and resolving payment issues.
• Partner with customer and payment provider support teams to achieve timely resolution for customer problems.
• Answer and prioritize customer contact queues to deliver the best customer experience within agreed Service Level Agreements (SLAs).
• Design and document effective payment operational processes, focusing on standardization and automation to facilitate team scalability.
• Collaborate with payment providers and cross-functional partners, including Engineering and Product teams, to resolve issues impacting payment products. Keep clients and internal stakeholders updated on progress towards resolution.
• Support ad-hoc projects for the payment operations team.

Requirements

• Bachelor’s Degree.
• Minimum of 2 years of working experience in a customer service role with payments experience.
• Must be able to work during business hours from Monday to Friday, 9 AM to 5 PM EST.
• Excellent communication skills (verbal and written) with experience in a customer-facing role. You communicate proactively and know when to escalate to the payments leadership team.
• Strong attention to detail and responsibility in managing daily tasks.
• Ability to work well both individually and collaboratively in teams by sharing information and supporting colleagues.
• Capability to work independently and as a team member, exercising discretion in decision-making and sound judgment in problem-solving.
• Must be working from the office at least 3 business days a week.
• Willingness to participate in out-of-business hours or holiday customer support occasionally.
• Eagerness to learn new skills.

Benefits

At Zip, we are dedicated to providing our employees with the resources they need to excel.

• 📈 Start-up equity
• 🦷 Health, vision & dental coverage
• 🍽️ Catered lunches & dinners for Toronto employees
• 🚠 Team building events & happy hours
• 🌴 Flexible PTO
• 💻 Apple equipment plus home office budget

About Company

Zip is the AI platform for enterprise procurement, designed to enable swift innovation by orchestrating procurement processes with AI agents. We serve leading global enterprises and have achieved significant financial impact for our clients. Our team includes industry veterans from top tech companies and procurement leaders. We are a well-funded company, recognized for our innovation and growth.

How to Apply

We are looking for individuals who embody ownership, open communication, an underdog mindset, and a passion for accelerating business innovation. We encourage all candidates to apply, even if their experience doesn't perfectly match the job description. We are committed to building a diverse and inclusive workspace where everyone feels they belong. We look forward to hearing from you!