Account Support Administrator

About ZigZag Global   

   
We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.    

Today, more than 100 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pull&Bear, etc.), Superdry, Sports Direct, The Hut Group (Yves Saint Laurent, Burberry, Myprotein, etc.), Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.   

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.    

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.  

About the Role: 

Account Support Administrator 

This role is primarily dedicated to assisting the Client Success team in the administration of our Account Managed accounts. The support function will be an integral part of our service to these high-profile clients and will ensure we are delivering a best-in-class experience in a timely and accurate manner.  

The Account Support Administrator will report directly into our Senior Account Manager.  

Key Responsibilities 

• Take ownership and hold accountability for a range of client administration tasks, delivering suitable solutions in a timely manner including making changes on internal ZigZag systems. 

• Follow up with the Client Success team on any tasks undertaken, ensuring there is an audit log, and a completed peer review process, for any changes which could impact user experience or potentially have a financial impact to ZigZag or the Client. 

• Identify opportunity for automation and development of retailer self-serve tasks where current processes are manual.  

• Assist in the production of MBR/QBR decks, pulling data and ensuring content is in a usable format for presentation. 

• Join retailer calls as appropriate, supporting with actions and follow ups where required and assuming responsibility for specific tasks and engaging in direct communication with key contacts at retailers. 

• Have a key focus on commercial implications for any changes to a retailer's setup, analysing the impact, risks and opportunities associated with this. 

• Demonstrate an ability to run with numerous projects simultaneously, using a range of systems to give visibility on progression I.e. Asana, Hubspot 

• Identify opportunities to enhance our service level and proposition to our retailers, following these through from conception to implementation. 

• Utilise reporting tools available to identify key trends and opportunities for improvement in the services offered to our client base. 

• Work with the Client Success team to highlight and share insights on best practice for task resolution to help increase efficiencies. 

• Act as a support on longer term key client projects 

Requirements

• Proficient in English  

• Demonstrated experience in client-facing roles is highly valued. 

• Exposure to Microsoft programs, including but not limited to Excel and PowerPoint, with a solid understanding of their functionalities. 

Benefits

• Competitive salary 

• Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday 

• Collaborative working environment 

• Remote or hybrid work options – remote working with possibility to work from our Varna office 

• Healthcare insurance with dental service included 

• Mental Health Support 

• Food vouchers (160 BGN/month per person) 

• Option for a Multisport card at a discounted price 

• Option for a Parking card at a discounted price for our office in Varna 

• Annual L&D budget 

• Employee referral bonus scheme 

• Company-sponsored certifications and courses 

• Office Equipment Budget 

Passionate and Collaborative Minds Wanted: 

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.  
A successful employee of ZigZag will resonate with our Purpose, Vision, and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued. 

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.