Payment Operations Specialist

Zip - San Francisco, CA

Full-time - Entry Level

San Francisco, CA

Personal and Laundry Services

About the position

The Payment Operations Specialist at Zip plays a crucial role in ensuring customer satisfaction by providing support throughout the payment journey. This position involves troubleshooting payment issues, collaborating with various teams, and designing operational processes to enhance efficiency. The specialist will be integral in maintaining high customer satisfaction rates while managing payment-related inquiries and issues.

Responsibilities

• Support customers using Intercom by communicating, troubleshooting, and resolving payment issues.
• Partner with customer and payment providers support teams to find timely resolutions to customer problems.
• Answer and prioritize customer contact queues to provide the best customer experience within SLAs.
• Design and document effective payment operational processes with a focus on standardization and automation.
• Collaborate with payment providers and cross-functional partners, including Engineering & Product teams, to resolve issues impacting payment products.
• Keep clients and internal stakeholders updated on the progress of issue resolutions.
• Support ad-hoc projects for the payment operations team.

Requirements

• Bachelor's Degree
• Minimum of 2 years working experience in a customer service role with payments experience
• Excellent communication skills (verbal and written) with experience in a customer-facing role
• Strong attention to detail and responsibility in managing daily tasks
• Ability to work independently and as a team member while using discretion in decision-making
• Willingness to learn new skills

Benefits

• Start-up equity
• Full health, vision & dental coverage
• Catered lunches & dinners for SF employees
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget
• 401k plan