Customer Advocate

The role

You will support customers and partners via phone, email, chat, and SMS/text. You will resolve issues, conduct outbound conversations to understand customer needs, and partner with internal teams to eliminate recurring friction.

What you will do

• Be a trusted advocate for Zipline customers and partners.
• Deliver inbound support across phone, email, chat, and SMS/text.
• Conduct outbound conversations with customers who have stopped ordering.
• Investigate issues across customer, account, order, delivery, and operational systems.
• Own each case through resolution.
• Support Zipline partners with urgency and ownership.
• Document the reason for contact, customer need, action taken, root cause, and outcome.
• Turn customer signals into insight to improve ordering, delivery, and recovery.
• Partner with Operations, Product, Engineering, and Commercial teams to eliminate friction.
• Help build support tools, workflows, playbooks, and knowledge.

Required qualifications

• A genuine obsession with earning customer trust and creating experiences people want to return to.
• Exceptional empathy, patience, judgment, and communication skills.
• Technical curiosity and the ability to learn complex products, operational systems, and support tools quickly.
• Strong listening, discovery, and problem-solving skills.
• Exceptional ownership and follow-through.
• Sound judgment and composure when navigating ambiguity, urgency, or emotionally difficult conversations.
• The ability to manage multiple conversations, priorities, and systems simultaneously.
• An analytical mindset and strong attention to detail.
• A collaborative approach to translate customer feedback into actionable insight.
• Ability to work on-site for 40 hours across five scheduled days each week, including evenings, weekends, or holidays.

Nice to have

• 1–2 years of experience preferred in customer support, hospitality, operations, logistics, technology, or another fast-paced customer-facing environment
• Experience with CRM, ticketing, contact-center, or customer-support tools
• Spanish proficiency

About the company

Zipline is the world’s largest and most experienced drone delivery service. They operate an autonomous logistics system to deliver food, medicine, and essential goods globally.