Support Operations Lead

Your Role

As our Support Operations Lead, you'll build the infrastructure and processes that enable our support team to deliver exceptional service at scale. You'll design standard operating procedures from the ground up, implement and optimize support technologies, leverage AI/ML tools to enhance efficiency, and develop the dashboards and KPIs that guide strategic decisions. This is a unique opportunity to shape enterprise B2B support operations during a critical growth phase, establishing best practices and response time standards that will define our customer experience for years to come.

You Will

• Learn the ins and outs of Zip, and what makes it so great
• Design and document comprehensive SOPs that standardize support workflows, escalation procedures, and response protocols across all customer tiers
• Implement and manage our support technology stack (Zendesk, Pylon, Fin) to maximize automation, reduce manual work, and improve team productivity
• Develop dashboards and KPI frameworks that track support performance, response times, resolution rates, and customer satisfaction metrics
• Leverage AI/ML capabilities to automate routine tasks, predict customer issues, and prioritize support workflows
• Build and scale an enterprise B2B support model with tiered SLAs, response time guarantees, and dedicated account support for key customers
• Partner with leadership to establish response time targets and SLAs that balance customer expectations with operational capacity

Qualifications

• 5+ years of experience in customer support, with at least 2+ years in a leadership or operations role
• Deep experience with Zendesk as well as other modern industry-standard support tools and platforms
• Extensive experience coordinating with customer-facing teams and Engineering to build at scale
• Proven ability to design and implement SOPs and process improvements at scale
• Strong background in data analysis, KPI development, and building operational dashboards (SQL, Tableau, Looker, or similar)
• Experience building or scaling enterprise B2B support models with complex SLAs
• Familiarity with AI/ML applications in customer support and process automation
• Excellent communication skills with the ability to influence cross-functional teams
• Strong project management and organizational skills

Nice to Haves

• Deep Technical Chops
• Experience working with customers firsthand.
• Experience implementing support automation platforms or AI-powered support solutions
• Knowledge of statistical analysis and forecasting for capacity planning

Pay and benefits

The salary range for this role is $90,000 - $120,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• Start-up equity
• 100% health, vision & dental coverage options
• Catered breakfast, lunch, & dinner
• Flexible PTO
• ClassPass membership
• Monthly commuter benefit
• Team building events & happy hours
• Home office stipend
• Phone/internet reimbursement
• Paid parental leave
• Fertility stipend
• 401k plan

We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We look forward to hearing from you!