About Us
Zepto is a rapidly‑scaling provider of real‑time, account‑to‑account payments solutions for merchants, reimagining the way money moves through the always‑on, digital‑first economy.
Our growing team across Australia invites like‑minded, talented, passionate people to help deliver on our brand promise to #LevelThePayingField. We believe in positive human experiences and a deep sense of belonging that creates cohesion, even in a remote‑first team. You will be a contributor and custodian of that culture while solving complex problems and playing a key role in creating something truly special as we focus on delivering ‘a better way to pay’ at Zepto.
We are a proud remote‑first employer. Our preference is for the successful candidate to be located in WA and operate in alignment with Australian Western Standard Time (AWST) standard business hours.
About the Role
Reporting to the Business Resilience Lead, you are the go‑to for operational process automation and solving technical challenges for our merchants. You have a demonstrated passion for technology, AI technologies and automation and you use your skills to improve operational processes and customer experience.
Responsibilities
- Support the Operations team with process streamlining and automation.
- Provide diagnosis and resolution of technical problems and issues according to Zepto’s internal and customer‑specific SLAs.
- Offer support, education and guidance for the customer technical integration with the Zepto API.
- Create, review and organise help documentation and workflows (e.g., macros and articles) based on identified gaps to ensure accurate information.
- Support the change management and feature release process.
- Develop and roll out customer communications in collaboration with internal teams.
- Participate in the Incident Management on‑call rotation.
- Work with cross‑functional teams to manage customer requests end to end.
- Analyse identified bug/performance issues and escalates as necessary.
- Initiate and oversee investigations for delayed payments, proactively track progress and manage the payment investigations dashboard to ensure timely resolution.
- Act as the voice of the customer internally, sharing feedback, industry insights and learnings with the internal ecosystem.
About You
You are a solutions‑driven individual with 2+ years experience in a customer‑facing technical support role, ideally within the Financial Services industry. You are customer‑centric, keeping merchants happy and focusing on efficiency and information in every interaction.
You are curious, adaptable, inquisitive and enjoy learning about how our payments product enables the success of our customers. You love taking initiative to discover customer needs and contribute their feedback to our Product roadmap. You enjoy managing and creating documentation, processes, workflows and content, becoming an expert in responding to frequently asked questions through our help centre.
With your experience, you are calm when managing technical incidents and thrive in a team-oriented, fast‑paced or hyper‑growth environment. You have a strong aptitude for technology and ideally have experience with coding principles, monitoring tools such as Datadog and Postman, and reading API and SQL documentation.
What’s on Offer
Zepto offers a supportive learning environment with an individual learning benefit, an Employee Assistance Program, paid parental leave, wellbeing days, paid study and upskilling days, and a compelling incentives program for employee and merchant referrals.
Background Check
As an organisation in the financial services industry, we conduct background checks as part of our recruitment process.
Seniority level
Associate
Employment type
Full‑time
Job function
Customer Service
Referrals increase your chances of interviewing at Zepto by 2x.
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