At a Glance
- Tasks: Be the go-to person for merchants, helping them thrive and resolve issues.
- Company: Join a diverse team at Zopa, a leader in fintech innovation.
- Benefits: Enjoy hybrid work, competitive pay, and opportunities to work abroad.
- Other info: Dynamic environment with a focus on diversity and inclusion.
- Why this job: Make a real impact by supporting merchants and enhancing their success.
- Qualifications: Customer-facing experience and a passion for problem-solving are key.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities
- Act as a key point of contact for merchants, helping to resolve issues and coordinate support when needed.
- Build a strong understanding of merchants' businesses and identify opportunities to help them grow.
- Support merchant reviews and performance discussions alongside colleagues across the Payments team.
- Work with merchants and internal teams to improve onboarding experiences and reduce time-to-live.
- Help merchants understand performance metrics and collaborate with specialist teams to identify opportunities for improvement.
- Partner with Product, Engineering, Risk, Compliance, Finance and Operations teams to deliver a great merchant experience.
- Support pricing discussions, contract renewals and commercial activities alongside senior team members.
- Contribute ideas for improving processes, merchant experience and operational efficiency.
- Learn about the payments ecosystem, regulatory requirements and industry best practice.
Core Qualifications
- Experience in a customer‑facing role such as Customer Success, Account Management, Client Services, Sales Support, Operations, Relationship Management or a similar position.
- Building relationships and communicating with a variety of stakeholders.
- Organised, proactive and comfortable managing multiple priorities.
- Curious, eager to learn and willing to ask questions when you don't know something.
- Enjoy solving problems and working collaboratively with others.
- Strong attention to detail and comfortable working with data and performance metrics.
- Comfortable working in a fast‑paced environment where priorities can evolve.
- Take ownership of work and enjoy finding ways to improve how things are done.
Bonus Qualifications
- Experience in payments, fintech, financial services or another regulated industry.
- Experience supporting customers, clients or business partners in a commercial environment.
- Familiarity with CRM or support platforms such as HubSpot, Salesforce or Zendesk.
- Exposure to account growth, customer retention or upselling activities.
- Experience working across both customer‑facing and operational teams.
Working Arrangements & Benefits
This hybrid role requires you to come to our Manchester office 2‑3 days a week at 29 John Dalton Street, M2 6WF. You also have the option of working from abroad for up to 120 days a year, subject to having the right to work in the country of choice.
Diversity & Inclusion
Zopa is proud to offer a workplace free from discrimination. Our workforce comprises nearly 50 nationalities, and we have a DEI forum dedicated to making a difference. If you require any reasonable adjustments, let us know.
Merchant Success Associate in Manchester employer: Zopa Ltd
Zopa is an exceptional employer that fosters a collaborative and inclusive work culture, where employees are encouraged to take ownership of their roles and contribute ideas for improvement. With a strong focus on employee growth, Zopa offers opportunities to learn about the payments ecosystem while working alongside diverse teams in a vibrant Manchester office. The flexibility of hybrid working arrangements, including the option to work abroad for up to 120 days a year, further enhances the appeal of joining this dynamic company.
StudySmarter Expert Advice🤫
We think this is how you could land Merchant Success Associate in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zopa Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zopa Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Merchant Success Associate in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zopa Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Zopa Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zopa Ltd!
How to prepare for a job interview at Zopa Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
