Support Operations Analyst

Zipline•South San Francisco, CA

2d•$65,000 - $80,000•Onsite

About The Position

Zipline is seeking a Support Operations Specialist to help improve the quality, consistency, and scalability of our Customer Support organization. This role will focus on identifying operational gaps, improving workflows, documenting processes, and helping drive continuous improvement across the team. This is a hands-on operational role. The ideal candidate will spend time reviewing support interactions, listening to calls, shadowing frontline workflows, and supporting customer interactions to better understand operational pain points and identify opportunities for improvement.

Requirements

2+ years of experience in customer support, operations, QA, or process improvement
Strong communication, organization, and documentation skills
Ability to identify operational inefficiencies and recommend practical solutions
Comfortable working cross-functionally in a fast-paced environment
Analytical mindset with experience using reporting or support tools

Nice To Haves

Experience in high-growth technology, logistics, aviation, or operational environments
Experience with SOP development, QA programs, or support operations
Familiarity with building reports throughout different software platforms such as Mode, Thoughtspot, Google Sheets or similar support platforms.

Responsibilities

Review customer support interactions and workflows to identify quality and process gaps
Conduct quality audits and identify recurring operational issues
Listen to calls, shadow frontline teams, and engage directly with support operations
Document and maintain SOPs, workflows, and operational guidance
Partner with frontline teams and leadership to improve consistency and customer experience
Support continuous improvement initiatives and operational reporting
Help identify scalable process improvements across the support organization