Facebook pixel

Senior Customer Experience Technology Support Specialist
Posted on 3/16/2023
New York, NY, USA
Experience Level
Desired Skills
Customer Service
  • 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)!
  • 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

1,001-5,000 employees

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.
  • 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