Support Operations Lead

The role

You will build infrastructure and processes to enable the support team to deliver service at scale. You will design SOPs, implement support technologies, and develop dashboards and KPIs.

What you will do

• Learn the ins and outs of Zip
• Design and document comprehensive SOPs for support workflows, escalation procedures, and response protocols
• Implement and manage the support technology stack including Zendesk, Pylon, and Fin
• Develop dashboards and KPI frameworks to track performance, response times, resolution rates, and customer satisfaction
• Leverage AI/ML capabilities to automate tasks and prioritize workflows
• Build and scale an enterprise B2B support model with tiered SLAs and response time guarantees
• Partner with leadership to establish response time targets and SLAs

Required qualifications

• 5+ years of experience in customer support
• At least 2+ years in a leadership or operations role
• Deep experience with Zendesk and 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 have

• 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

Benefits

• 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 the company

Zip is the AI platform for enterprise procurement. The company has raised $371 million and is recognized by Forbes Fintech 50, Fast Company, Inc., and LinkedIn.