[Remote] Support Operations Lead
Note: The job is a remote job and is open to candidates in USA. Zip is the AI platform for enterprise procurement, enabling companies to innovate faster through advanced procurement solutions. The Support Operations Lead will own the operational infrastructure for the Customer Support team, ensuring processes and reporting are industry-leading while scaling the team effectively.
Responsibilities
- 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
Skills
- 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
- 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
- Experience with Zendesk
- Experience with AI Tools (Claude, Co-Pilot)
- Experience with SQL and BI Tools like Snowflake
Benefits
- 📈 Start-up equity
- 🦷 Full health, vision & dental coverage
- 🚠 Team building events & happy hours
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
Company Overview