At Fat Zebra, we simplify payments so merchants and platforms can scale with confidence. Our flexible, secure, and scalable payments platform supports over 50.000 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’re now looking for a Head of Customer Services to lead how our customers experience Fat Zebra every day.
About the Role
The Head of Customer Services is a senior leadership role responsible for all customer-facing support across Fat Zebra, spanning technical support, relationship-led merchant support, and operational service delivery.
You’ll bring together people, process, and technology to deliver a seamless, proactive, and high-quality support experience, whether customers are integrating APIs, troubleshooting payments, or navigating complex operational issues.
This is a role for a leader who thrives at the intersection of customers, technology, and operations, someone who builds high-performing teams, drives continuous improvement, and elevates customer experience as a strategic advantage.
What You’ll Be Doing
You’ll lead and evolve our function by:
Leading and developing multi-disciplinary teams across technical and non-technical supportDriving operational excellence, productivity, and accountabilityImproving service delivery through process optimisation, automation, and toolingPartnering closely with Product, Engineering, and Commercial teamsActing as a trusted advocate for merchants, translating technical detail into business outcomesUsing insight and data to reduce incidents, escalations, and avoidable support volumeWhat You’ll Bring
We’re looking for someone who combines strong leadership, technical literacy, and customer-first thinking:
• Proven experience leading B2B customer support or service delivery teams in SaaS, fintech, payments, or high-availability environments
• Confidence working with APIs, payment flows, production systems, and engineers
• Experience supporting a range of client segments, from SMEs to enterprise and strategic partners
• Strong understanding of incident, problem, and change management
• A commercial mindset with the ability to spot growth, retention, and engagement opportunities
• A calm, empathetic leadership style that builds trust and high performance
How You’ll Know You’re Succeeding
• Customers feel supported, confident, and informed
• Fewer critical incidents and escalations over time
• Stronger system stability and operational maturity
• Reduced support volume through automation and proactive communication
• Engaged, empowered teams with clear ownership
• Improved merchant satisfaction, retention, and advocacy
Why Join Fat Zebra?
• Hybrid, flexible working in a people-first culture
• The opportunity to shape a critical function in a fast-growing payments business
Make a real impact on merchants’ experience payments
• Work with smart, supportive people who care deeply about customers and the responsibility we have in our industry.
Essential Information
- Enjoy hybrid flexible working arrangements and a supportive, people-first culture.
- Australian Working rights
- Complete an appropriate background check relevant to the role.
- Ready to lead the future of client experience in payments?
Apply now or reach out for a confidential conversation to Rose, Talent Manager on 0409236061.
