Customer Support Lead

Zipline•Fort Worth, TX

8d•$95,000 - $115,000•Onsite

About The Position

Customer Support Leads are responsible for building and leading high-performing teams that deliver exceptional customer experiences at Zipline. This role combines people leadership, operational excellence, and customer advocacy. Customer Support Leads coach and develop Customer Support Specialists who support every aspect of the customer journey across phone, email, and chat communication. They lead through ambiguity, elevate team performance, strengthen operational execution, and help create a culture rooted in accountability, collaboration, adaptability, and continuous improvement. This is a highly visible leadership role for someone passionate about developing people, building culture, and scaling world-class customer operations in a fast-moving environment. This role is not available remotely and will be based in our Richardson, Texas office.

Requirements

3+ years of experience in customer support, operations, hospitality, logistics, or another fast-paced customer-facing environment.
Previous leadership, coaching, mentoring, or team development experience preferred.
Passion for developing people, building culture, and creating high-performing teams.
Strong operational mindset with the ability to prioritize effectively and lead through ambiguity.
Excellent communication, problem-solving, and decision-making skills.
Ability to remain calm, adaptable, and solutions-focused in high-pressure situations.
Experience working within customer support, operational, or CRM platforms preferred.
Curiosity, accountability, and a growth mindset.
Flexible availability including evenings, weekends, and holidays as needed.

Responsibilities

Lead, coach, and develop a team of Customer Support Specialists focused on delivering exceptional customer and partner experiences.
Build a strong, engaged team culture centered around trust, accountability, ownership, empathy, and operational excellence.
Drive team performance through real-time coaching, feedback, development planning, and recognition.
Serve as an operational leader by helping manage daily support execution, escalations, staffing needs, and service performance.
Partner cross-functionally with operations, engineering, product, and leadership teams to improve workflows and elevate the customer experience.
Navigate ambiguity confidently while helping the team remain focused, adaptable, and solutions-oriented in fast-moving situations.
Identify opportunities to improve systems, processes, documentation, and team effectiveness as the organization scales.
Lead by example through strong communication, professionalism, urgency, and customer-first decision making.
Foster an environment of continuous learning, growth, and collaboration where team members are empowered to expand their skills and impact.