Senior Customer Experience Technology Support Specialist

Posted on 3/16/2023

Locations

New York, NY, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

Zendesk

Requirements

3+ years working in a customer support or escalations role using Intercom resolution and custom bot (messaging) and Zendesk (ticketing/talk)
Artificial Intellegence and/or chatbot experience
Experience working on escalation support teams and queue service levels in a 24/7/365 environment
You've got a passion for customers, both happy and mad, all customer inquiries are taken seriously and enthusiastically to provide exceptional customer service
Ability to discuss complicated issues with customers, vendors and executives so information can be absorbed, and action items created
Extraordinary communication skills that will help you crush complicated cross-functional projects
You use critical thinking when trying to dissect the cause/effect of incidents that impact our customers, you're able to listen intently to grasp the nature of conversation to quickly solve the issue
You're able work independently and/or as part of a team to solve problems, create new processes and offer suggestions for improvement, using data available to you to support your theories
You use our Zip products as a customer to uncover any friction or missing steps with the goal of easing use and reducing contacts. You have no problem walking a mile in the shoes of our customers and agents
You're comfortable asking “why” and you're able to talk about the “what” and “how” when applicable (bring the data and verbatims to the table)!

Responsibilities

Own our Intercom messaging platform tool; know all of the ins & outs to help us optimize usage. Knowledge of how bots work and are maintained and the ability to create meaningful workflows
Research, resolve and surface unique complaints and escalations to cross functional teams to get appropriate attention and traction for fixes, creating a sense of urgency
Provide squeaky wheel feedback and reporting on repeated contacts and complaints to ensure product and engineering teams are solving complicated issues from the root
Create data driven reports/dashboards to ensure reduction of complaint volume and customer contacts across multiple channels (email, messaging and voice)
Research and analyze tools, provide compelling data to reduce volume and turn DSAT into CSAT and prove ROI
Ensure continuous improvement and understanding customer contacts and friction points and institute preventative measures

Before we dive into the role, let’s talk about flexibility. At Zip, our office is in New York City but we can hire from anywhere across the United States. Our Zipsters can choose where and when they work by taking full advantage of our hybrid-work environment.

So whether you’re fully remote, mostly in the office or a mix of the two, you’ll be empowered to do whatever brings out your best.

About us

We are Zip, 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 multiple different markets 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.

What you’ll do

Own our Intercom messaging platform tool; know all of the ins & outs to help us optimize usage. Knowledge of how bots work and are maintained and the ability to create meaningful workflows
Research, resolve and surface unique complaints and escalations to cross functional teams to get appropriate attention and traction for fixes, creating a sense of urgency
Provide squeaky wheel feedback and reporting on repeated contacts and complaints to ensure product and engineering teams are solving complicated issues from the root
Create data driven reports/dashboards to ensure reduction of complaint volume and customer contacts across multiple channels (email, messaging and voice)
Research and analyze tools, provide compelling data to reduce volume and turn DSAT into CSAT and prove ROI
Ensure continuous improvement and understanding customer contacts and friction points and institute preventative measures

What you’ll bring

3+ years working in a customer support or escalations role using Intercom resolution and custom bot (messaging) and Zendesk (ticketing/talk)
Artificial Intellegence and/or chatbot experience
Experience working on escalation support teams and queue service levels in a 24/7/365 environment
You’ve got a passion for customers, both happy and mad, all customer inquiries are taken seriously and enthusiastically to provide exceptional customer service
Ability to discuss complicated issues with customers, vendors and executives so information can be absorbed, and action items created
Extraordinary communication skills that will help you crush complicated cross-functional projects
You use critical thinking when trying to dissect the cause/effect of incidents that impact our customers, you’re able to listen intently to grasp the nature of conversation to quickly solve the issue
You’re able work independently and/or as part of a team to solve problems, create new processes and offer suggestions for improvement, using data available to you to support your theories
You use our Zip products as a customer to uncover any friction or missing steps with the goal of easing use and reducing contacts. You have no problem walking a mile in the shoes of our customers and agents
You’re comfortable asking “why” and you’re able to talk about the “what” and “how” when applicable (bring the data and verbatims to the table)!

We’re proud to be a values-led business. They guide us in everything we do - how we work together and 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 PTO every year

● Generous paid parental leave

● Leading family support policies

● 100% employer covered insurance

● Beautiful Midtown office with a casual dress code

● Learning and wellness subscription stipend

● Company-sponsored 401k match

● Remote First Friendly!

We want to make sure our recruitment processes are accessible and inclusive for all people. If there’s any adjustments that need to be made to ensure you have a fair and equal experience in our recruitment process please let your Talent Acquisition Partner know. We are also a proud 2023 Circle Back initiative employer and commit to respond to every applicant.

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

1,001-5,000 employees

Website

Online payment service

Company Overview

Zip's mission is to be the first payment choice, everywhere and every day. They give consumers, merchants and businesses around the world access to transparent, flexible and interest-free credit.

Benefits

Parental leave - Enjoy up to 20 weeks paid leave and return part-time on a full-time salary for 3 months!
Bonus scheme - We give you skin in the game through our various share incentive programs.
Family support - We support our ZipFam on their life journey through people policies and programs.
Volunteer leave - Use your paid volunteer leave to Zip it forward and create change in your community.
Reward & recognition - We love celebrating your wins and giving you the freedom to choose how you're rewarded.
Career growth - You'll be given clear progression pathways and transparent coaching so you can truly flourish.

Company Core Values

Customer first - Put customers before everything else
Own it - See a problem, own the solution
Stronger together - Think 'we' not 'me'
Change the game - Cross new boundaries