Zip-posted 11 months ago
$160,000 - $220,000/Yr
Full-time • Senior
San Francisco, CA
Personal and Laundry Services

The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world's leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend. We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we're focused on developing cutting-edge technology, expanding into new global markets, and—above all-driving incredible value for our customers. Join us!

  • Lead, mentor, and manage the global support team in multiple regions.
  • Ensure that global processes, tools, and systems are consistent and optimized.
  • Work closely with the CCO and Engineering to align support objectives with the company's broader goals.
  • Collaborate with senior leadership to ensure that customer feedback and support insights inform product development and operational improvements.
  • Drive the scaling of the support organization from 5 to 50+ people.
  • Establish and optimize tooling, processes, and workflows for the support team.
  • Design and develop the Product Support Engineering function.
  • Build robust tracking and reporting systems to measure support performance.
  • Continuously identify bottlenecks or inefficiencies in the support process and implement improvements.
  • Drive key performance metrics such as response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
  • Foster a customer-first mentality throughout the organization.
  • Ensure that best practices in support operations are maintained and continuously improved.
  • 7+ years of experience in customer support, with a minimum of 5 years in leadership roles.
  • Experience scaling a support organization (from 5 to 50+ people) in an Enterprise SaaS company.
  • Demonstrated success in tracking, analyzing, and improving support performance.
  • Expertise in designing and implementing performance dashboards and metrics.
  • Hands-on experience in building out and optimizing product support functions.
  • Proven ability to manage, coach, and scale support teams across different regions.
  • Strong leadership skills, with the ability to inspire and align teams globally.
  • Expertise in developing and scaling support processes.
  • Strong analytical skills with the ability to work with data to derive insights.
  • In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment.
  • Exceptional written and verbal communication skills.
  • A passion for building and scaling support functions.
  • Excitement to apply expertise in a rapidly growing company.
  • Start-up equity
  • Full health, vision & dental coverage
  • Catered lunches & dinners for SF employees
  • Commuter benefit
  • Team building events & happy hours
  • Flexible PTO
  • Apple equipment plus home office budget
  • 401k plan
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