Job Description

About Fat Zebra

At Fat Zebra, we simplify payments so merchants and platforms can scale with confidence. Our flexible,
secure, and scalable payments platform supports over 100,000 merchants across Australia and New Zealand, helping them navigate the complexity of the payments ecosystem so they can focus on what matters most — growing their business.

We simplify the payments process so that our customers can focus on what matters most: growing their businesses. Our innovative technology and expert support help them confidently navigate the complexity of the payment’s ecosystem.

About the Position

Fat Zebra’s Customer Service Consultant plays a key role in supporting and growing
our merchant relationships.

Reporting to the Head of Customer & Optimisation, you’ll act as a trusted partner to our existing merchants, helping them resolve technical questions, achieve their goals, and make effective use of our platform. You’ll work closely with our sales and product teams to support our merchants’ evolving needs.

This position combines technical problem-solving with strong relationship-building. You’ll monitor account health, maintain engagement, identify opportunities for revenue growth, and help merchants achieve positive outcomes.

Position Responsibilities

• Build and maintain strong and trusted relationships with a portfolio of merchants.
• Participate in a rotating team roster to support operational coverage between 6am and 8pm
  supporting our Australian and New Zealand business.
• Engage with the sales team to support account expansion opportunities and contribute
  to merchant success.
• Troubleshoot technical issues where needed, such as platform behaviour, payment flows, and
  API queries, using available tools and information before collaborating with other
  internal teams for resolution.
• Conduct regular merchant check-ins and account reviews to understand their needs,
  ensure satisfaction, and identify opportunities for optimisation.
• Monitor account performance and health metrics to pre-empt issues, maintain engagement,
  and support positive merchant outcomes.

Skills & Experience

• 2–5 years in a customer-facing technical role, such as technical support, implementation, solutions support, or account management, ideally within a fintech, SaaS, or
  payments environment.
• Strong interpersonal skills with a passion for building lasting customer
  relationships.
• Solid technical literacy across APIs, payment flows, integrations, and troubleshooting, confidently investigating issues, interpreting technical information, and
  engaging with engineering, product, and customer stakeholders.
• Excellent written and verbal communication skills, capable of
  translating between business and technical contexts.
• Highly organised, with the ability to manage multiple priorities across
  accounts.
• Working knowledge of Jira, CRM and ticketing platforms, e.g. HubSpot,
  with the ability to use reporting dashboards to track performance and SLAs,
  identify trends, and support continuous improvement.
• Familiarity with Postman for testing API requests and reviewing
  responses would be useful.
• Genuine curiosity and a proactive approach to learning new products, tools, and systems. Willingness to cross-train across product areas and build a broad understanding of the
  platform.
• Collaborative mindset with the ability to work effectively across
  support, sales, product, and engineering to resolve issues and improve customer
  outcomes.

For a confidential discussion please contact Rose Maugeri at Fat Zebra on +61 409236061, alternatively apply to the link below.

Essential Information you need to know;

• Satisfactory national police check, AML, Counter Terrorism etc.
• Working arrangements, hybrid with a minimum of three days
  in office.