Operations and Technical Solutions Associate Manager

• Strong technical contact centre knowledge with exposure to Zendesk
• Work collaboratively with stakeholders and influence decisions across operational teams
• Work flexibly, with 2-3 days a week in our office located in Takapuna

Join our Operations function and support our NZ Customer and Merchant Experience teams deliver amazing experiences to both our end users and merchant partners worldwide. As the subject matter expert in the tools / platforms crucial to the teams' day-to-day operations (such as Zendesk and Amazon Connect), you will use your continuous improvement mindset to increase productivity and upscale our tech stack.

Cool stuff you'll be working on

• Act as the key internal stakeholder for our internal and external tools / platforms central to the operations of our Customer and Merchant Experience teams (including Zendesk and Zip NZ's internal admin portal) to support operational processes
• Identify opportunities to improve our technical platforms to automate and streamline our workflows
• Assess existing and proposed solutions to the tech stack and identify potential issues, risks, benefits and overall business impacts
• Use data-driven insights to work with the Product and Engineering teams to develop business requirements / scope of works to contribute towards product development
• Support the Customer and Merchant Experience teams with triaging and diagnosing technical or integration related issues
• Provide technical and integration guidance to rectify any technical or integration related merchant issues.
• Work closely with the Customer Experience leadership team to optimise new processes through the tech stack

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:

• 5+ years experience in contact centre technical role is highly desirable
• 5+ years experience as a Zendesk Administrator and/or Zendesk certification is highly desirable
• Previous project management experience or Agile Certification
• Experience in incident management and able to articulate root causes and impacts
• Experience in working with large data sets across multiple platforms to find valuable insights (such as identifying root causes for issues/errors or areas for improvement) to drive business decisions
• Excellent verbal and written communication skills, and the ability to bridge the gap between stakeholders in technical and non-technical roles within the business

Zip is a place where you'll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you'll feel empowered and trusted to make things happen quickly.

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it's important to us that you make the most of the opportunities you'll get to grow your skills and your career, surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• 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
• 2 days paid volunteering leave per year
• Team social events, epic offices, free breakfast daily

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 is a global 'Buy Now, Pay Later' company that gives our millions of customers simpler and fairer ways to pay.

We are proud to be a global business built around our US and ANZ core markets working with merchant partners including Amazon, Best Buy, eBay and Uber. United by our mission, purpose and values - Customer First, Own It, Stronger Together & Change The Game - we are the next generation of payments, helping people across the globe to fearlessly take control of their financial future.

We are Zip, and we are just getting started.

We are a proud 2024 Circle Back initiative employer and will respond to every applicant.