Manager, Customer Experience Operations (NZ)

• Manage and lead our Customer Experience agent team in NZ 
• Work collaboratively with stakeholders to drive operational excellence with a continuous improvement mindset
• Work flexibly, with 2-3 days a week in our office located in Takapuna 

Start your adventure with Zip

Join Zip’s Customer Experience (CX) function, responsible for creating memorable experiences for the millions of Australians who choose to pay with Zip - a leading global BNPL company. 

Using your previous experience leadership skills in a contact centre environment, you'll be responsible for leading the NZ CX team in providing high quality and efficient service to our NZ customers. You'll be involved in hiring, motivating, recognising, rewarding, coaching and problem solving on behalf of the CX team. Additionally, you will be responsible for implementing continuous improvement of the customer support function, implementing key metrics, process flows, and training and development of the support team through continuous change.

Cool stuff you’ll be working on

• Set, support and have full accountability for the delivery of high standards of customer service for Zip within assigned targets 
• Monitor performance at an agent and team level
• Motivate and inspire the team by clearly communicating our strategic initiatives and business decisions 
• Recruit and onboard new employees, as well as supporting the career progression and growth of CX agents
• Optimise training and assessment tools and processes
• Motivate, recognise and reward team performance
• Handle customer and product escalations between CX and other departments
• Guide and enable the team to continuously review and improve the CX policies, systems and processes to deliver cost-effective customer support
• Ensure internal and external knowledge bases are maintained with up to date information 
• Implement key metric reporting across both CX to deliver this to the NZ Leadership and ANZ Operations team on a regular and timely basis
• Collaborate with Compliance & Risk, Complaints Management and ANZ leadership to refine operational policies and processes
• Provide Voice of the Customer reporting to Product & Engineering, to support driving solutions to NZ customer and merchant pain points

What you’ll bring to the team

Zipsters work with a broad range of tools, languages and platforms, and our skills and experiences all look a little different. What really matters to us is that you’re a great fit with our four Values, and have a desire to learn and grow. 

So whether you meet some or all of the desirable attributes below, we’d still love to hear from you:

• 4 - 8 years contact centre support and operational experience that will support the resolution of day-to-day challenges with practical solutions 
• 5+ years experience in a contact centre environment managing agent teams or leaders of agent teams
• Demonstrated customer-centric values and behaviours, with an obsession of resolving customer problems with practical solutions
• Previous experience using Zendesk would be well regarded
• Demonstrated ability to lead and motivate a team, by bringing people together to work collaboratively and providing constructive feedback to support individual development
• Willingness to experiment with new and innovative ways of doing things to drive success and tackle operational problems 
• Strong communication and IT literacy skills
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.  

Zip is a place where you’ll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our Wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Team social events, epic offices, free breakfast daily

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-centred 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.

#LI-Hybrid