Zip Co Hiring for Customer Experience & Operations Specialist at Canada Full Time

We are Zip (previously Quadpay), a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 13 countries (so far) – and we’re just getting started.

We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

About the role

As a Customer Experience & Operations Specialist on our Operations Team team, you will own the customer experience journey for the Canadian business. You’ll define and track the key KPIs, provide ongoing support to our customer base, and develop the infrastructure to help us scale.

You’ll also:
Provide direct and prompt customer support to all Canadian customers through email and live channels.

Act as the main escalation point for outsourced BPO agents and for other internal specialized teams.

Take full ownership of our internal and external knowledge management centre and updatd resources as our product offerings scale.

Create escalations, macros, and tiered support pathways to triage customer support requests to specialized internal teams

Oversee the SLAs for support and ensure that support capacity is accounted for as we scale.

Responsible for expanding our support capabilities by introducing new live channels that are applicable to Canada’s support expansion.

Own the development and maintenance of a customer support dashboard to track the KPIs associated with the Canadian support product.

To help us level up, you’ll bring:
2-3 years of customer service experience in a technology SASS company (preferably in the ecommerce or payments space).

Strong quantitative aptitude with the ability to conduct capacity forecasting while making data-driven decisions to refine CX team performance.

Experience working directly with escalated support teams and handling technical escalations that involve ambiguity in a timely manner.

Significant experience as a Zendesk (or similar ticketing system) admin or experience being an admin on various ticketing management tools

Work with training and quality teams to develop a robust training program that supports new hires as well as ongoing training with our BPO partners.

Collaborate with BPO partners to ensure continuous improvement and understanding complaints and institute preventative measures.

Experience in resolving regulatory complaints with BBB/AG/CFPB and foreign complaint aggregators to ensure customer resolution acceptance and regulatory authority resolution.

Willingness to also work closely with the merchant experience specialists to assist in supporting merchant-related questions when needed and developing the infrastructure to handle merchant support.

Ability to create and manage dashboards on new and existing complaints to ensure service levels are exceeded and customers are responded to within set timelines.

We’re proud to be a values-led business. Our values form our Mamba mentality – how we’re better today than yesterday, and are used to create game-changing experiences for our customers and fellow Zipsters.

If you only meet some of the requirements for this role, that’s okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we’d love to hear from you.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

What’s in it for you?

We offer a variety of perks and benefits to support you at both work and home. Here’s a taste of what you can expect!

Flexible working culture

Share incentive programs

20 days paid time off every year

Paid birthday and volunteering leave

Company supported health insurance

Fun team with high-growth hustle

Join us on our mission to be the first payment choice, everywhere and every day.