Job Description

Senior Team Leader, Merchant Experience

• Lead the team shaping exceptional merchant experiences and help Zip’s partners thrive at every stage of their journey.
• Bring senior operational leadership experience, strong commercial judgement and a track record of improving service, retention and team performance.
• Based in Sydney, partnering across Customer and Merchant Experience, Sales, Risk, Compliance, Product and Commercial teams.

Write your story with a career at Zip

Join Zip’s Customer and Merchant Experience function, where we build trusted relationships and create memorable experiences for the merchants who choose to grow with Zip. Our teams combine customer obsession, operational discipline and commercial thinking to solve problems quickly, improve the way we work and deliver outcomes that strengthen long term partnerships.

As Senior Team Leader, Merchant Experience, you will lead the end to end merchant experience across onboarding, service, retention and growth.

You will act as the voice of the merchant, creating consistent and seamless experiences across phone, email and digital channels. You will lead and develop Merchant Experience Specialists at multiple levels, set clear service and quality standards and use insights, automation and AI to improve both merchant outcomes and operational performance.

Working closely with Sales, Risk, Compliance, Product and Commercial teams, you will help merchants activate quickly, resolve issues effectively and realise greater value from their relationship with Zip.

What you’ll own

• Lead, coach and develop a high performing team responsible for merchant support across phone, email and digital channels.
• Create a culture of accountability, ownership, collaboration and continuous improvement.
• Take overall accountability for merchant servicing activities and ensure a seamless and consistent experience throughout the merchant lifecycle.
• Set and maintain service standards, quality frameworks and performance measures that support operational excellence and merchant satisfaction.
• Own and improve the merchant onboarding experience, helping merchants activate quickly and efficiently.
• Partner with Sales, Risk, Compliance and Product teams to simplify onboarding and reduce the time taken to approve and activate merchants.
• Monitor onboarding performance and introduce improvements that increase satisfaction and activation rates.
• Develop merchant retention strategies that strengthen engagement, loyalty and long term value.
• Use merchant feedback, behavioural insights and performance data to identify retention risks and growth opportunities.
• Partner with Commercial and Product teams on initiatives that increase merchant adoption, usage and revenue contribution.
• Provide senior leaders with clear insights and recommendations on merchant trends, risks and opportunities.
• Identify ways to reduce avoidable contact through proactive education, clear communications and effective self service experiences.
• Use automation and AI to streamline operations, improve processes and help the team resolve merchant enquiries more proactively.
• Track and improve performance across merchant satisfaction, resolution time, operational efficiency, onboarding, activation, employee engagement and process simplification.

What you’ll bring to the team

Zipsters work on a broad range of initiatives, 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:

• Extensive experience in an operational environment, with a strong track record of leading and developing leaders and frontline teams.
• Demonstrated success improving retention, operational performance and business customer experiences.
• The ability to align people, processes and service capacity with changing business demand.
• Experience using automation and AI to improve efficiency, simplify work and deliver better customer outcomes.
• Strong commercial judgement and the ability to balance merchant experience, operational efficiency and sustainable business growth.
• A deep understanding of contact centre operations, service technologies and customer experience performance measures.
• Strong analytical capability, with the confidence to use data to identify trends, guide decisions and improve team performance.
• A practical and solutions focused approach to identifying challenges and implementing effective improvements.
• Strong stakeholder management and influencing skills across senior and cross functional teams.
• A genuine passion for building engaged teams, developing people, giving clear feedback and celebrating success.
• Experience working in a fast paced, technology led or fintech environment with an always on service model.
• The ability to communicate the performance and impact of a contact centre through clear, commercially relevant insights.
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
• Our values in your DNA. Customer First, Own It, Stronger Together and Change the Game.

What you’ll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you’ll get out exactly what you put in. When you join the team, we’ll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You’ll also receive:

• 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 wellness initiatives, including a $299 annual wellbeing allowance, free access for you and your family members to our wellbeing platform Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass.
• 2 days paid volunteering leave, 2 days study leave and 2 days religious or cultural leave per year.
• Fee free Zip products and discounts with Zip merchant partners in Australia.
• Team social events, epic offices, free breakfast daily and weekly free lunches in Sydney.
• Access to the Flare Benefits Hub and novated leasing, with savings on groceries, fuel, technology, fashion, dining and more, plus wellbeing guidance and potential tax savings on car ownership.

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 is a digital financial services company offering innovative, people centred products.

Founded in Australia in 2013, Zip provides fair, flexible and transparent payment options that help customers take control of their financial future and help merchants grow their businesses.

We’re proud to be a values led business. Customer First, Own It, Stronger Together and Change the Game guide us in everything we do.