Customer Experience Specialist

About the role

Join Zip’s Customer Experience team to create memorable experiences for millions of Australians using Zip’s BNPL services. You will handle inbound customer interactions, identify improvement opportunities, and help turn users into lifelong customers.

Key responsibilities

• Manage inbound calls and tickets, escalating requests to relevant internal teams.
• Lead customer interactions confidently, contributing to conversion and retention.
• Identify and propose process and product improvements based on customer feedback.
• Follow internal workflows with strong attention to detail.

Required profile

• 6‑12+ months experience in a customer‑facing role.
• Passionate about teamwork, problem‑solving and adaptable to change.
• Willingness to work a rotating Monday‑Friday roster (8:45 AM‑6 PM).
• Mindset that embraces AI and new tools for learning and growth.

Required skills

• Familiarity with customer service workflows and procedures.
• Aptitude for identifying and managing risks.

What we offer

• 25 days paid leave annually, including birthday and wellbeing days.
• Generous parental and family support policies.
• Wellness initiatives, $299 annual wellbeing allowance, and free EAP access.
• Discounted private health insurance and fitness sessions.
• 2 days paid volunteering leave per year.
• Access to benefits hub, novated leasing, and fee‑free Zip products.
• Team social events, free daily breakfast and weekly lunches.