Team Lead, Customer Experience

Zip Co

Sydney, New South Wales, Australia

Full-time

Buy Now Pay Later / Sales

Jan 12

Before we dive into the role, let’s talk about flexibility. Our Zipsters can choose where and when they work by taking full advantage of our hybrid-work environment. So whether you’re mostly remote, mostly in the office or a mix of the two, you’ll be empowered to do whatever brings out your best.

About Us

We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to multiple different markets and we’re just getting started.

We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

As a CX Team Leader in our ANZ Customer Experience team, you will own the everyday management, development and performance metrics of your assigned team of CX Agents.

What you will own and support:

  • Provide leadership and ongoing on-the-ground coaching and support to your team and other CX agents, ensuring team productivity and quality KPIs are met or exceeded
  • Take ownership of any agent performance issues within your team, using constructive feedback and effective coaching techniques tailored to the individual to set them up for success
  • Keep your team connected to their performance metrics and Plan on a Page initiatives, supporting them to understand how their role can impact core business metrics and the overall Zip customer experience
  • Ensure any quality issues raised via QA and CSAT are addressed constructively, and in a timely manner
  • Lead by example, supporting with email and phone backlog as required during peak periods, setting a high bar for your team and peers on customer service standards at Zip in the process
  • Strive to get the best out of your team by creating a supportive high performance culture, embedding Zip values and expected behaviours with a people-first leadership style
  • Be an ambassador for Zip, communicating context on relevant company decisions, balancing the needs of the business with those of your agents and peers
  • Empower agents to own all customer interactions where possible, but manage escalated concerns as required, ensuring prompt and effective resolution of customer issues, and in accordance with high service standards and IDR policy and processes.
  • Identify and recommend operational and service improvements which reduce error, maximise efficiencies and enhance the customer experience
  • Collaborate with peers and colleagues across ANZ CX to achieve organisational Enablement and Optimisation objectives
  • Contribute to additional projects as directed by the Senior Manager, Operations that strive to deliver new features, product improvements or continuous improvement
  • Perform leader administrative duties as required, including but limited to leave approvals, absentee management and reporting
  • Work a rotating roster covering Monday - Saturday between 8.00am-6.30pm + Public holidays as required

What you will need to succeed:

  • 2 years + of similar relevant experience, with consistently achieved KPIs
  • Ability to learn and gain a comprehensive knowledge of all ANZ Zip products and features
  • High attention to detail with strong communication skills
  • A displayed empathy towards customers and your colleagues
  • A passion to succeed and improve yourself, those around you and department processes
  • Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game
  • Excellent interpersonal and relationship building skills with the ability to model, coach, inspire and motivate a team of customer experience specialists.
  • Ability to influence key stakeholders using collaboration, negotiation and problem solving skills
  • Team oriented: desire to overcome challenges and meet goals together, utilising weekly and monthly reporting for insights.
  • Ability to effectively manage time and multi-task
  • Willingness to think outside the box and adapt to shifting priorities in an agile environment and uncertain market
  • A proactive approach to giving and receiving 360 feedback across direct reports, peers and senior leadership, to drive positive team and personal outcomes

We’re proud to be a values-led business. They guide us in everything we do - how we work together and create game-changing experiences for our customers and fellow Zipsters.

If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

What’s in it for you?

As a Zipster, you’ll enjoy heaps of unique perks and benefits to support you at work and beyond. Here’s just a taste of what you can expect when you join the #Zipfam!

  • Flexible working culture, giving you the choice on how and where you work
  • Funding and up to 2 days leave for your professional development
  • 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 wellbeing initiatives, including $299 annual wellbeing allowance, free fitness classes, and discounted gym membership
  • 2 days paid volunteering leave per year
  • Fee-free Zip products, and discounts with Zip merchant partners (AU)
  • Share incentive programs, to give you skin in the game
  • Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney)

We want to make sure our recruitment processes are accessible and inclusive for all people. If there's any adjustments that need to be made to ensure you have a fair and equal experience in our recruitment process please let your Talent Acquisition Partner know. We are also a proud 2023 Circle Back initiative employer and commit to respond to every applicant.

Join us on our mission to be the first payment choice, everywhere and every day.

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Zip Co

Tap & Zip everywhere. Pay later.

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