Merchant Success Associate

We're hiring a Merchant Success Associate to support and develop a portfolio of merchant partnerships across our Payments business. This role sits within the Payments team and plays an important part in helping merchants succeed, ensuring they have a smooth experience with Zopa from onboarding through to ongoing growth.

You'll work closely with merchants to build strong relationships, understand their needs, and help them get the most from our products and services. Along the way, you'll collaborate with teams across Sales, Product, Engineering, Risk, Compliance, Finance, and Operations to deliver a seamless merchant experience.

This is a fantastic opportunity for someone looking to build a career in Payments, fintech, relationship management or commercial account management. We're open to candidates from a range of customer-facing backgrounds who are excited to learn, develop, and make an impact.

• Manage and develop relationships with a portfolio of merchants within Zopa's Payments business
• Act as a key point of contact for merchants, helping to resolve issues and coordinate support when needed
• Build a strong understanding of your merchants' businesses and identify opportunities to help them grow
• Support merchant reviews and performance discussions alongside colleagues across the Payments team
• Work with merchants and internal teams to improve onboarding experiences and reduce time-to-live
• Help merchants understand performance metrics and collaborate with specialist teams to identify opportunities for improvement
• Partner with Product, Engineering, Risk, Compliance, Finance and Operations teams to deliver a great merchant experience
• Support pricing discussions, contract renewals and commercial activities alongside senior team members
• Contribute ideas for improving processes, merchant experience and operational efficiency
• Learn about the payments ecosystem, regulatory requirements and industry best practice

• You've worked in a customer-facing role such as Customer Success, Account Management, Client Services, Sales Support, Operations, Relationship Management or a similar position
• You enjoy building relationships and communicating with a variety of stakeholders
• You're organised, proactive and comfortable managing multiple priorities
• You're curious, eager to learn and willing to ask questions when you don't know something
• You enjoy solving problems and working collaboratively with others
• You have strong attention to detail and are comfortable working with data and performance metrics
• You're comfortable working in a fast-paced environment where priorities can evolve
• You take ownership of your work and enjoy finding ways to improve how things are done

• Experience in payments, fintech, financial services or another regulated industry
• Experience supporting customers, clients or business partners in a commercial environment
• Familiarity with CRM or support platforms such as Hub Spot, Salesforce or Zendesk
• Exposure to account growth, customer retention or upselling activities
• Experience working across both customer-facing and operational teams

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 2‑3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF
) The office is dog friendly. You'll also have the option of working from abroad for up to 120 days a year.
* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

* Subject to having the right to work in the country of choice

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work.

Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.