Support Services Associate

2 weeks ago

Melbourne, Victoria, Australia Buscojobs Full time

Overview
Join to apply for the Client Services Consultant role at Fat Zebra.
About Fat Zebra
Fat Zebra is a proud Australian digital payments company on a mission to make online transactions seamless, secure, and scalable.
We provide flexible, developer-friendly payment solutions that support over 45,000 businesses of all sizes across Australia—from ambitious startups to enterprise-level platforms.
We simplify the payments process so that our customers can focus on growing their businesses.
Our innovative technology and expert support help them navigate the complexity of the payments ecosystem.
The Position
Fat Zebra's Client Service Consultant plays a key role in supporting and growing our merchant relationships.
Reporting to the Head of Client Services, you'll act as a trusted partner to our existing merchants helping them get the most out of our platform, resolving technical questions, and working closely with our sales and product teams to meet our merchants' evolving needs.
This position emphasizes relationship building with a technical edge.
You'll support merchants post-sale, helping them solve problems and achieve their goals while monitoring account health, engagement, and opportunities to grow revenue.
About The Role
Fat Zebra's Client Service Consultant will have several areas of responsibility:
Build and maintain strong, trusted relationships with a portfolio of merchants
Work within a team roster with operational hours from 8am–8pm
Partner with the sales team to support account expansion opportunities and drive merchant success
Troubleshoot technical issues (e.g., platform behaviour, payment flow queries) and collaborate with internal teams for resolution
Conduct regular check-ins and account reviews with merchants to ensure satisfaction and identify opportunities for optimization
Monitor account performance and health metrics to preempt issues and maintain merchant engagement
What You Bring
2–5 years in a customer-facing role such as account management, customer success, or technical support, ideally in fintech, SaaS, or payments
Strong interpersonal skills with a passion for building lasting customer relationships
A solid understanding of technical systems (APIs, payment flows, basic troubleshooting), with the ability to engage in technical discussions without needing to be an engineer
Excellent written and verbal communication skills with the ability to translate between business and technical contexts
Strong organizational skills with the ability to manage multiple priorities across accounts
Exposure to tools like Postman, CRM/ticketing systems (e.g., Help Scout, HubSpot), and reporting dashboards
Collaborative mindset and eagerness to work cross-functionally with support, sales, product, and engineering
Essential Information You Need To Know
Satisfactory national police check
Hybrid working arrangements with a minimum of 3 days in the office
Seniority level
Associate
Employment type
Full-time
Job function
Other
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