- Lead product and feature enhancements for Zip’s customer support experience
- Examine the customer journey for how customers get help from Zip and how our support agents resolve issues for customers
- Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office
Start your adventure with Zip
We are a product-led company which means product management is a key function in driving Zip forward. We use modern product management techniques in both discovery and delivery of new features and enhancements. Product Managers at Zip work very collaboratively with engineering and design partners, as well as stakeholders like the data team, compliance and risk.
This Senior Product Manager position is focused on our customer support experience. It is aligned closely with our CX department and will focus on the internal tools and integrations that enable our customers to get help from Zip via online chat, voice, email or by helping themselves through our Help Center.
About the role
You will play a pivotal role in shaping the future of customer support at Zip You will be responsible for defining feature requirements, prioritizing projects, and partnering with engineering to get enhancements built.
Interesting problems you’ll get to solve
- Define and drive product strategy for the Customer Experience (CX) department, ensuring alignment with company goals and customer needs.
- Partner with engineering, design, and other cross-functional teams to ensure successful product development and delivery that meets both customer service and internal customer needs.
- Dive deep into data to analyze experiment results, identify trends, and make data-driven decisions to improve product performance and outcomes for both external customers and internal teams.
- Serve as the primary product advocate for the Customer Service group, ensuring that their needs are prioritized and addressed in the product strategy.
- Collaborate with Customer Service, Operations, Engineering, and Product teams to identify top contact reasons and lead initiatives to reduce contact volume and increase customer satisfaction.
- Lead the implementation of self-service tools and solutions that empower customers to resolve issues on their own, reducing the need for direct support intervention.
- Own and optimize internal tools that are used across multiple teams within the company, ensuring they support the efficiency and effectiveness of all internal customers, not just the Customer Service team.
- Advocate for continuous improvement and customer-centric thinking, ensuring that product changes improve both the experience for external customers and the efficiency of internal teams.
What you’ll bring to the team
- 5-7 years of product management experience in the financial services industry with a focus on customer service solutions.
- Demonstrated experience in identifying, prioritizing, and addressing top contact drivers and leading initiatives to improve the customer service experience.
- Proven track record in implementing and scaling self-service solutions (e.g., help centers, knowledge bases, automated support tools).
- Strong analytical skills with the ability to analyze experiment results, customer feedback, operational data, and service metrics to drive product decisions.
- Excellent communication and collaboration skills, capable of working cross-functionally with Customer Service, Product, Engineering, and other teams to deliver high-impact solutions.
- Hands-on experience managing internal tools used by multiple teams within the company, ensuring these tools are aligned with business needs and designed for optimal usability.
- Customer-centric mindset, focused on improving the customer journey by reducing friction and empowering self-service, while also optimizing tools for internal customers.
- Bachelor’s degree in a relevant field (e.g., Business, Information Systems, or related field) is required. A graduate degree is a plus.
- Completion of a recognized training program in Product Management is preferred.
What you’ll get in return
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 big 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, and be 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:
- Flexible working culture
- Incentive programs
- 20 days PTO every year
- Generous paid parental leave
- Leading family support policies
- 100% employer covered insurance
- Beautiful Union Square office with a casual dress code
- Learning and wellness subscription stipend
- Company-sponsored 401k match
Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.
The annual base Pay Range for this position is $135,000 - $150,000. This range reflects our US national compensation (USN). Additional premium percentages may apply based on our tiered premium strategy.
Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits.
If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Be a part of a team that reflects the diversity of our customers
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 Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products.
Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.
We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.
I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms
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