Job Title

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 worlds 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, were focused on developing cutting-edge technology, expanding into new global markets, andabove alldriving incredible value for our customers. Join us!Your RoleWere looking for a Support teammate to join our small, but mighty team in Sydney. Youll be supporting our customers, providing expert-level technical knowledge to resolve customer issues, and guidance on the advanced usage of the product. Youll be doing everything from answering basic customer questions to taking deep dives into customer workflows to resolve customer problems. Youll 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, youll work with various new clients and industries as Zip scales. Were working with exciting customers, including Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.You WillBecome a subject matter expert on all things Zip, with deep product knowledgeWork with engineering to troubleshoot and resolve customer issuesBe the face of Zip to our customers and their suppliersUse internal tooling to investigate data and customer configurationsPartner with Product, representing the voice of the customer to help drive the Product RoadmapPartner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectivelyUse broad product expertise and understanding of our customer base to increase product adoptionServe as a product-matter expert to support cross-functional teamsProactively identify opportunities to improve how we work, both in Customer Support and overall at ZipUse a Support Tool (Intercom), to deliver on best-in-class SLAsQualifications2-4 years in a customer-facing roleExcellent verbal and written communication skillsA real passion for working with customersDemonstrated ability to quickly learn complex technologies and softwareGrowth mindset an eagerness to learn, and approach change with optimism and resilienceWillingness to get your hands dirty at an early-stage companyDemonstrated ownership over problems, and ability to deliver for a customer, even when the going gets toughNice to HavesExperience with modern support software (Intercom/Zendesk)Experience with operational automation software (Zapier)Perks & BenefitsAt Zip, were committed to providing our employees with everything they need to do their best work.Start-up equityFlexible PTOApple equipment plus home office budgetWe''re looking to hire Zipsters 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! #J-18808-Ljbffr