Merchant Support Specialist

Job Description

About the Role

Title: Merchant Support Specialist

Location: Sydney

Job Description:

Be the point of contact for our Merchants

Work closely with Merchants, Channel Partners and Sales Teams

Work flexibly from our beautiful Sydney office

Start your adventure with Zip

As a Merchant Support Specialist you will provide ongoing support and solutions to AU merchants in managing their Zip partnership. The successful candidate will have excellent customer service skills and a deep understanding of payment processing.

Interesting problems you’ll get to solve

Be our merchant’s primary point of contact, and become a key stakeholder in process improvement and product feedback

Enjoy following internal workflows and processes carefully with a strong attention to detail.

Take ownership of merchant feedback, internal complaints, solve operational issues for commercial teams, and own all support channels for merchants.

Provide operational support to Merchants, Channel Partners and Sales Teams this includes but is not limited to:

Set up of merchant and partner accounts

Back end merchant and partner maintenance

Back end campaign and merchant/partner promotions

MSA creation + addendums

Management of disbursement issues and follow ups

Support the Affiliate marketing team with operational duties, set up and maintenance

Help drive positive change throughout the business by identifying and solving customer and merchant issues and proposing next level operational process improvements.

Be vigilant in presenting clean data across all operational CRM and Salesforce.

Work in sync with the Commercial/sales and marketing team to align and engage with IF campaigns and seasonal marketing activities.

Support cross functional and company initiatives to achieve outlined goals and metrics

What you’ll bring to the team

Proven problem solver who thinks fast on their feet and provides solutions beneficial to both Zip and merchants needs.

Strong ability to communicate in both written and verbal forums.

Ability to analyse details of business accounts and engage the merchant accordingly.

Relevant experience taking sales calls and delivering clear points of difference.

Proven high performer in the customer experience team or relevant zip team.

Strong collaborator who is passionate about working in a team, sharing their knowledge and supporting their peers.

Adaptable and comfortable taking directions.

Be familiar with following merchant workflows and procedures.

Ability to manage change.

Ability to effectively train merchants remotely and adapt to different business models and payment experiences.

Understand general merchant engagement techniques and sales.

Ability to research and provide key insights in the payments space.

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you’ll get out exactly what you put in. When you join the team, we’ll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

25 days paid leave annually, including birthday leave and quarterly wellbeing days

16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers

Family support policies including miscarriage bereavement leave and domestic violence leave

Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass

2 days paid volunteering leave per year

Fee-free Zip products, and discounts with Zip merchant partners (AU)

Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally.get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets – Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values – Customer First, Own it, Stronger Together and Change the Game – guide us in everything we do.

We are a proud 2024 Circle Back initiative employer and will respond to every applicant.