Payment Operations Specialist

Zip•Toronto, ON

60d•Hybrid

About The Position

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.

Requirements

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 PST
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

Responsibilities

Support our customers using Intercom 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