Merchant Engagement Specialist/Partner Success Associate I

• Be the first point of call for Zip Merchants
• Provide operational support to Merchants, Channel Partners and Sales Teams
• 12 Months fixed-term contract
• Work flexibly from our Auckland office ( Takapuna)

Write your story with Zip
In this hybrid role, you'll be the go-to contact for our merchants, helping with day-to-day questions and providing ongoing support to make sure they get the most out of their partnership with Zip. You'll also play a key role in growing our presence in the New Zealand market by identifying and onboarding new merchants.

You'll lead large-scale promotional and engagement initiatives that help drive key commercial goals. Part of your day-to-day will involve running tailored training sessions that give merchants the tools and confidence they need to succeed with Zip. You'll also launch campaigns that boost engagement—both online and in-store—helping merchants connect better with their customers.

This role is all about building strong relationships and supporting merchants throughout their journey. You'll be a driving force in increasing merchant engagement and helping Zip become a valuable part of their business.

We're looking for someone who's confident in sales, delivers top-notch customer service, and has a solid understanding of how payment processing works.

Interesting problems you'll get to solve

• Build strong, lasting relationships with key merchant contacts to unlock the full value of their partnership with Zip—whether that's through launching impactful promotions or setting up our products to meet their needs. Work closely with the marketing team to align on campaigns, share customer insights, and give feedback that helps improve lead quality.
• You'll take a consultative approach to selling, helping both new and existing merchants solve real business problems by showing how Zip can make a difference. Alongside that, you'll support merchants, partners, and internal teams with anything from account setup and maintenance to troubleshooting and ensuring smooth, secure transaction processing.
• You'll be the go-to person for all things operational—responding to merchant queries, validating technical flows, and making sure everything runs smoothly. You'll also provide training and helpful resources so merchants can get the most out of our platform and feel confident using it. If you spot opportunities to bring in new business through merchant networks, you'll take the lead.
• Driving scalable growth is key in this role. You'll take ownership of the Merchant Enquiries Knowledge Base, creating FAQs and guides to help merchants solve problems quickly and independently. You'll gather feedback, work with teams across the business to improve operations, and help shape product and tech solutions that address common pain points.
• This role also involves contributing to strategic projects and being a role model in delivering standout merchant support—helping build positive, productive relationships across Zip and with our partners.

What You'll Bring To The Team

• Minimum 12 months' experience in payments, merchant services, or a similar industry
• Proven success in inside sales (B2B preferred) with a history of meeting or exceeding targets
• Solid understanding of payment processing, credit, eCommerce, and retail markets
• Excellent communication skills—both written and verbal
• Customer-first mindset with a focus on delivering a great merchant experience
• Skilled in using CRM tools like Salesforce to manage leads and track performance
• Analytical mindset with the ability to draw insights from data and spot trends
• Highly organized, detail-oriented, and able to manage time effectively
• Capable of solving complex issues and managing escalations professionally
• 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
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, free access for you and family members to our EAP service Sonder
• 2 days paid volunteering leave per year
• Team social events, epic offices, free breakfast daily

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 that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers 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, S