Customer Support Specialist

This is a Customer Support Specialist role with Zip based in Sydney, NSW, AU
== Zip ==

Role Seniority - junior

More about the Customer Support Specialist role at Zip

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world's leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend. We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we're focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us Your Role We're looking for a Support teammate to join our small, but mighty team in Sydney. You'll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. You'll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. You'll work closely with Engineering to facilitate end-to-end resolution of customer issues and help represent the voice of the customer to the Product team. As every business needs our type of product, you'll work with various new clients and industries as Zip scales. We're working with exciting customers, including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks. You Will

• Become a subject matter expert on all things Zip, with deep product knowledge

• Work with engineering to troubleshoot and resolve customer issues

• Be the face of Zip to our customers and their suppliers

• Use internal tooling to investigate data and customer configurations

• Partner with Product, representing the voice of the customer to help drive the Product Roadmap

• Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectively

• Use broad product expertise and understanding of our customer base to increase product adoption

• Serve as a product-matter expert to support cross-functional teams

• Proactively identify opportunities to improve how we work, both in Customer Support and overall at Zip

• Use a Support Tool (Intercom), to deliver on best-in-class SLAs Qualifications

• 2-4 years in a customer-facing role

• Excellent verbal and written communication skills

• A real passion for working with customers

• Demonstrated ability to quickly learn complex technologies and software

• Growth mindset – an eagerness to learn, and approach change with optimism and resilience

• Willingness to get your hands dirty at an early-stage company

• Demonstrated ownership over problems, and ability to deliver for a customer, even when the going gets tough Nice to Haves

• Experience with modern support software (Intercom/Zendesk)

• Experience with operational automation software (Zapier) Perks & Benefits At Zip, we're committed to providing our employees with everything they need to do their best work.

• Start-up equity

• Flexible PTO

• Apple equipment plus home office budget We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Zip team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Supporting customers
• Collaborating with engineering
• Representing the voice of the customer

Key Strengths

• Customer support experience
• Communication skills
• Technical aptitude
• Experience with support software
• Operational automation experience

Why Zip is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Zip not with Hatch.

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