At a Glance
- Tasks: Support clients with payment issues and ensure a smooth payment journey.
- Company: Join Zip, a fast-growing procurement platform valued at $2.2 billion.
- Benefits: Enjoy flexible PTO, health coverage, and start-up equity.
- Other info: Work from the office at least 2 days a week and embrace a diverse culture.
- Why this job: Be part of a world-class team driving innovation for top companies.
- Qualifications: Bachelor’s degree and 2 years in customer service with payment experience required.
The predicted salary is between 28800 - 43200 £ per year.
About Zip
Zip is the AI platform for enterprise procurement — built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before.
The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they’ve saved over $8 billion and processed over $500 billion in spend. Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as 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, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.
Your Role
As a Payment Operations Specialist, you will have the unique opportunity to join a fast-growing team. You will play a key role in providing customer support to ensure our clients can pay and resolve any issues our customers face during their payment journey at Zip, from onboarding to ongoing support to delight them.
We are looking for a self-starter and team player with a customer-first mindset who is willing to roll up their sleeves as issues/challenges arise. We are looking for someone who has empathy for the challenges faced by our clients and takes ownership in resolving team/client problems. In this role, you will be responsible for communicating directly with our clients, investigating and bringing to resolution any payment-related issues with a high customer satisfaction rate.
You Will
Support our customers using Zendesk by communicating, troubleshooting, and resolving any payment issues.
Partner with our customer and payment provider support teams to find a timely resolution to customers' problems.
Answer and prioritize customer contact queues to provide the best customer experience within SLAs.
Design and document effective payment operational processes with a keen eye for standardization and automation to enable the team to scale.
Partner with our payment providers and cross-functional partners, including our Engineering & Product teams to resolve any issues impacting our payments products. While working toward a resolution, you will keep our clients and internal stakeholders up-to-date on the progress made.
Support ad-hoc projects for the payment operations team
Qualifications
Bachelor’s Degree
Minimum of 2 years working experience in a customer service role with payments experience
Must be able to work during business hours from Monday to Friday from 9AM to 5PM GMT
You possess excellent communication skills (verbal and written) with experience working in a customer-facing role. You communicate early and often and know when to escalate to the payments leadership team.
Strong attention to detail and responsibility in managing daily tasks
Works well individually and in teams by sharing information and supporting colleagues
Ability to work independently and as a team member while using discretion in decision-making and sound judgment in problem-solving
Must be working from the office at least 3 business days a week
You will be required to participate in out-of-business hours or holidays customer support from time to time
Willingness to learn new skills
Perks & 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
🌴 Flexible PTO
💻 Apple equipment plus home office budget
We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. 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 (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!
Payment Operations Specialist in London employer: Zip
Zip is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are empowered to take ownership of their roles. As a Payment Operations Specialist, you will benefit from flexible PTO, comprehensive health coverage, and the opportunity to work with a world-class team dedicated to driving value for clients. With a commitment to employee growth and a supportive environment, Zip is the perfect place for those looking to make a meaningful impact in the fast-paced world of procurement technology.
StudySmarter Expert Advice🤫
We think this is how you could land Payment Operations Specialist in London
✨Tip Number 1
Familiarise yourself with payment processing systems and customer support tools like Intercom. Understanding these platforms will help you demonstrate your ability to handle payment-related issues effectively during the interview.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've resolved customer issues in previous roles. Be ready to discuss specific situations where you took ownership and achieved a positive outcome.
✨Tip Number 3
Research Zip and its competitors to understand their products and services. This knowledge will allow you to engage in meaningful conversations about how you can contribute to improving customer satisfaction in the payment operations team.
✨Tip Number 4
Network with current or former employees of Zip on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Payment Operations Specialist in London
Some tips for your application 🫡
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in customer service and payment operations. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your customer-first mindset and problem-solving skills. Share specific examples of how you've successfully resolved payment issues or provided exceptional customer support in previous roles.
Highlight Communication Skills:Since excellent communication is crucial for this role, emphasise your verbal and written communication skills. Provide examples of how you've effectively communicated with clients or team members to resolve issues.
Show Enthusiasm for the Company:Express your excitement about joining Zip and contributing to their mission. Mention any research you've done on the company and how your values align with theirs, particularly regarding innovation and customer satisfaction.
How to prepare for a job interview at Zip
✨Understand the Payment Landscape
Familiarise yourself with the current trends and challenges in payment operations. Knowing about the complexities of payment processes and how companies like Zip are innovating in this space will show your genuine interest and understanding of the role.
✨Demonstrate Customer-Centric Mindset
Prepare examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction. Highlight your empathy and problem-solving skills, as these are crucial for a Payment Operations Specialist.
✨Showcase Communication Skills
Since the role involves direct communication with clients, practice articulating your thoughts clearly and concisely. Be ready to discuss how you would keep clients informed during the resolution process, as effective communication is key to maintaining customer trust.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific payment-related issues or customer complaints. Think through potential scenarios and prepare structured responses that demonstrate your analytical thinking and ability to work under pressure.
