Payments Incident & Support Manager

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.

Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.

We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!

Your Role

We are seeking an experienced Payments Incident and Support Lead to join our team to lead, investigate and drive to resolution all payments related escalations. In this role, you will have the opportunity to build Zip’s payments incident management response processes, partner with cross-functional stakeholders and 3rd party providers to offer short and long-term risk mitigation plans. When you are not managing escalated issues or incidents, you will support our customers by either helping them onboard or directly providing customer support.  

You Will

• Will develop and draft external and internal communication, including customer-facing communications, and reports for the internal teams.

• Serve as the designated point of contact internally and externally to manage and drive to resolution of critical incidents. You will partner with a variety of cross-functional stakeholders, including Security, Legal, Engineering, Product, Leadership Teams, etc. 

• Investigate the root cause of the escalation and document any findings and all user communication. 

• Organize and lead all post-mortems regarding the payment incidents; identify actional insights that could be used to mitigate similar incidents from occurring again or improve existing processes.

• Offer recommendations to reduce the frequency of the incidents

• Ensure that incidents are handled timely with the customers and Zip’s teams receive frequent updates made on the progress with resolution timelines and owners of the different threads. 

• During downtime, you will be expected to support the payment operations team with various projects and do direct client support. 

The ideal candidate will have a strong background in payment incident response and management, with experience leading incidents in a fast-paced environment. You have a customer-first mindset and take pride in providing an empathetic customer experience when the stakes are high. 

Qualifications

• 8-10+ years in a customer support role with a proven track record of managing major risk-related incidents

• Excellent communication is required

• Influence all stakeholders to prioritize the resolution of the incident. 

• Experience working in a rapidly scaling organization.

• Strong problem-solving abilities with a strategic and analytical mindset with the ability to work independently and adapt to shifting priorities

• Must be available to lead incidents outside of regular business hours if an issue arises.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• 📈  Start-up equity

• 🦷  Health, vision & dental coverage

• 🚠  Team building events & happy hours

• 🌴  Flexible PTO

• 💻  Apple equipment plus home office budget

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. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!

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