Payment Operations Specialist

Zip is the AI platform for enterprise procurement, helping businesses orchestrate procurement across teams, tools, and suppliers using AI agents. Trusted by T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more, Zip has enabled savings of over $8 billion and processed over $500 billion in spend. The team comprises product leaders from Apple, Airbnb, and Meta, and former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million at a $2.2 billion valuation, earning recognition from Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

Introduction

Zip is an AI platform for enterprise procurement, designed to help companies manage resources and innovate faster. They are looking for a self-starter and team player with a customer-first mindset to join their fast-growing team as a Payment Operations Specialist.

Responsibilities

• Support customers using Zendesk for communication, troubleshooting, and resolving payment issues.
• Collaborate with customer and payment provider support teams to find timely solutions for customer problems.
• Answer and prioritize customer contact queues to ensure the best customer experience within Service Level Agreements (SLAs).
• Design and document effective payment operational processes, focusing on standardization and automation for scalability.
• Partner with payment providers and cross-functional teams, including Engineering and Product, to resolve issues affecting payment products. Keep clients and internal stakeholders informed of progress.
• 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.
• Ability to work business hours from Monday to Friday, 9 AM to 5 PM EST.
• Excellent verbal and written communication skills with experience in a customer-facing role.
• Ability to communicate proactively and escalate issues to the payments leadership team when necessary.
• Strong attention to detail and responsibility in managing daily tasks.
• Proven ability to work effectively individually and in teams by sharing information and supporting colleagues.
• Ability to work independently and as a team member while exercising discretion in decision-making and sound judgment in problem-solving.
• Must be able to work from the office at least 3 business days a week.
• Willingness to participate in out-of-business hours or holiday customer support from time to time.
• Eagerness to learn new skills.

Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• 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, helping businesses orchestrate procurement across teams, tools, and suppliers using AI agents. Trusted by T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more, Zip has enabled savings of over $8 billion and processed over $500 billion in spend. The team comprises product leaders from Apple, Airbnb, and Meta, and former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA. Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million at a $2.2 billion valuation, earning recognition from Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

How to Apply

We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone feels like they belong. We look forward to hearing from you!