Zip Support Operations Lead at Zip builds infrastructure and processes to enable support team scalability. Responsibilities include designing SOPs, managing support technologies, leveraging AI/ML, and developing dashboards and KPIs.
Responsibilities
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.
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
Qualification
Strong background in data analysisDeep Technical ChopsThe salary range for this role is $90
Required
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
Preferred
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.
