Customer Support Specialist, Zip

• We're looking to hire Zippers 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
• 1-4 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

Desirable

• We’re looking for a Support teammate to join our UK team. 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
• 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