5+ years in customer support, with 2+ years in leadership or operations
Deep experience with Zendesk and other support tools
Experience coordinating with customer-facing teams and Engineering
Proven track record in designing and implementing SOPs
Strong data analysis skills and experience with KPI development
Experience scaling enterprise B2B support models with complex SLAs
Familiarity with AI/ML applications in customer support
Responsibilities
Learn the ins and outs of Zip and its offerings
Design and document comprehensive SOPs for support workflows
Implement and manage the support technology stack to maximize automation
Develop dashboards and KPI frameworks to track support performance
Leverage AI/ML to automate tasks and prioritize workflows
Build and scale an enterprise B2B support model with tiered SLAs
Partner with leadership to establish response time targets and SLAs
Benefits
Start-up equity
100% health, vision & dental coverage options
Catered meals throughout the day
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
Full Job Description
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
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
About Zip Co
Zip Co Limited previously known as ZipMoney Limited is an Australian public limited financial technology company. The company was founded in 2013 and is headquartered in Sydney. In September 2020, Zip acquired the US-based ‘Buy Now, Pay Later’ company Quadpay to grow its American footprint. The company now has operations in Australia, Canada, Czech Republic, India, Mexico, New Zealand, the Philippines, Poland, Saudi Arabia, Singapore, South Africa, UAE, the United Kingdom and the USA. It currently has around 81,000 retail partners and over 9,900,000 customers. As of March 2021, Zip Co's market cap was $5.83 billion.
