Your Role

This is a founding Support Operations role - the first person to own the operational infrastructure for Zip's Customer Support team.

Our support team is growing fast, and you will own ensuring the team's processes, reporting, and infrastructure are industry-leading, scaling a support team befitting our world-class customers.

You'll report directly to the Head of Support and work alongside Technical Support Engineers, Customer Success, and Engineering. The person who succeeds here is equal parts operator, analyst, and builder - ready for a fast-paced environment, and comfortable building and scaling systems from scratch.

You Will

• Support Tool Administration & Tooling
  
  • You will build routing rules and automation, and leverage AI Tooling to ensure the support team runs like a well-oiled machine. You're ready to do whatever it takes to streamline any friction slowing the team down from helping our customers.
• Reporting & Analytics
  
  • You will design and maintain the dashboards and reports that surface what's actually happening in the queue: ticket volume trends, time-to-first-response, time-to-resolution, CSAT, and individual KPIs for our support team.
• Capacity Planning
  
  • Own the staffing model. Translate ticket volume forecasts into headcount and other recommendations.
• Workflow & Process Design
  
  • Identify where work gets stuck, slowed down, or done inconsistently, partnering with cross-functional teams to ensure there are the right systems in place for our team to work as collaboratively as possible.

Qualifications

• 4-7 years in Support Operations, Customer Experience Operations, or a closely related function
• Deep, hands-on Zendesk administration experience - triggers, automations, routing, SLA configuration, reporting, and integrations are second nature
• Demonstrated ability to build from scratch: you've stood up a system, process, or program in an environment where one didn't exist before
• Strong analytical skills - comfortable in SQL, Excel/Sheets modeling, and BI tools (Looker, Tableau, or equivalent); you pull your own data
• Experience with capacity planning or workforce management - you've built a staffing model and defended it to leadership
• Experiencing leveraging AI tools to streamline team workflows and operations.

Core Skills

• Exceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholders.
• Strong prioritization, time management, and operational discipline across multiple active issues.
• Fast learner with the ability to learn on the fly, and work in gray areas

Technical Skills

• Experience with Zendesk
• Experience with AI Tools (Claude, Co-Pilot)
• Experience with SQL and BI Tools like Snowflake

The salary range for this role is $80,000 - $140,000. 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
• 🦷 Full health, vision & dental coverage
• 🚠 Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget

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 are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!