Specialist, Customer Experience Operations

• Drive critical operational excellence across incident and bug management, serving as the connective link between CX, Product, Engineering, and Compliance
• Act as a key escalation and response lead for high-impact customer issues and complaints requiring fast, coordinated resolution
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip 

We're looking for a Specialist to join our Customer Experience (CX) Operations team. In this role, you'll be central to our efforts to detect, triage, and resolve incidents and bugs that impact our customers. You’ll bring structure and urgency to how we manage escalations and complaints, championing internal clarity while delivering external care. This is a highly cross-functional role, sitting at the intersection of customer support, compliance, product, and engineering.

The Customer Experience team at Zip is dedicated to ensuring that every customer receives the highest quality service. Our goal is to resolve inquiries quickly and efficiently, using the customer's preferred communication channel. The team is integral to maintaining and enhancing customer satisfaction and loyalty, and it includes several specialized sub-teams: CX Operations, Knowledge & Community Management, CX Business Analytics, Training & Quality, and Contact Center Operations. Each sub-team plays a critical role in delivering exceptional customer experiences by managing day-to-day operations, fostering community engagement, analyzing business performance, providing training and quality assurance, and ensuring smooth contact center operations.

Interesting problems you’ll get to solve

• Own and evolve the end-to-end CX incident and bug management process, ensuring timely detection, tracking, prioritization, escalation, and resolution.
• Serve as the CX incident response lead, coordinating across functions (CX, Product, Engineering, Risk, Legal) to triage and resolve customer-impacting issues.
• Develop and maintain a robust issue taxonomy and dashboarding/reporting framework to track volume, severity, and time-to-resolution of incidents and bugs.
• Collaborate with the Complaints Manager to resolve and respond to early warning and regulatory complaints, ensuring timely investigation, coordinated cross-functional responses, and proper documentation aligned with compliance obligations.
• Create and maintain clear internal documentation and communications related to incidents, bugs, and complaints.
• Analyze incident and complaint data to identify trends and systemic issues, and partner with cross-functional teams to recommend and implement corrective actions.
• Manage weekend and holiday coverage plans for incident management, ensuring appropriate on-call support, escalation protocols, and communication channels are in place for seamless handling of customer-impacting issues outside of standard business hours.
• Participate in improvement initiatives across CX Operations, driving better tooling, documentation, and feedback loops between teams.

What you’ll bring to the team 

• 3+ years of experience in customer experience operations, technical support operations, or issue management roles, ideally within fast-paced, high-growth fintech, SaaS, or regulated industries.
• Understanding of incident management frameworks, root cause analysis methodologies, and cross-functional coordination best practices.
• Hands-on experience with tools such as Jira and Zendesk, or similar platforms for ticketing, reporting, and documentation.
• Strong operational mindset with a track record of building and refining scalable processes, particularly in ambiguous or evolving environments.
• Demonstrated ability to interpret complex technical issues and translate them into clear, actionable summaries for stakeholders at all levels.
• Familiarity with regulatory or compliance-based complaints-handling standards (e.g. in financial services or regulated industries) is highly desirable.
• Exceptional attention to detail and organizational skills, with the ability to manage multiple priorities and meet deadlines under pressure.
• Curiosity and comfort with AI tools—interest in using AI for data analysis, insights, or workflow optimization
• Bachelor’s degree or equivalent experience in business operations, systems, customer experience, or a related discipline.

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• 20 days PTO every year
• Generous paid parental leave
• Leading family support policies
• 100% employer covered insurance
• Learning and wellness subscription stipend
• Company-sponsored 401k match

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations. The annual base Pay Range for this position is $59,000- $65,000 USD This range reflects our US national compensation (USN). Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. 

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique. Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products. Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants. We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms. Zip participates in the federal government’s E-Verify program

Before you apply, give Zip a try   -> rebrand.ly/check-zip-out