Customer Support Specialist

Posted Mar 7

Zip is tackling the $50B+TAM space to transform the way businesses manage spend. Our co-founders started Zip (YC S2020) because they saw the challenges companies had using outdated 20 year old software to manage hundreds of millions of dollars in spend every year. We invented the world’s leading Intake-to-Procure solution to bring a consumer grade user experience to B2B purchasing. And, we’re just getting started.

We're a fast growing team that helped scale category-defining companies like Airbnb, Facebook, Salesforce, Apple, Quora, Pinterest, and Square. With $180 million in funding from YC Continuity (Y Combinator), CRV and Tiger Global, we're valued at $1.5 billion in just 3 years. In today's economic climate, the value we offer our customers is more critical than ever and our business is accelerating. We're growing quickly and need your help!

Your Role

We’re looking for a Support teammate to join our rapidly growing 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.

You Will

  • 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

Qualifications

  • 2-4 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
  • Ability to work in PST time zone

Nice to Haves

  • Experience with modern support software (Intercom/Zendesk)
  • Experience with operational automation software (Zapier)

The salary range for this role is $50,000-$75,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

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

  • 📈 Start-up equity
  • 🦷 Full health, vision & dental coverage
  • 🚠 Team building events & happy hours
  • 🌴 Flexible PTO
  • 💻 Apple equipment plus home office budget
  • 💸 401k plan

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!