Support Operations Lead

Zip•San Francisco, CA

About The Position

As Support Operations Lead, you will build the infrastructure and processes that enable Zip’s support team to deliver exceptional service at scale. You will design standard operating procedures, implement and optimize support technologies, use AI/ML tools to improve efficiency, and develop dashboards and KPIs to guide strategic decisions. The role offers an opportunity to shape enterprise B2B support operations during a critical growth phase, establishing practices and response-time standards that will define the customer experience.

Requirements

At least 5 years of customer support experience, including at least 2 years in a leadership or operations role.
Deep experience with Zendesk and other modern, industry-standard support tools and platforms.
Extensive experience coordinating with customer-facing teams and Engineering to build at scale.
Demonstrated ability to design and implement SOPs and process improvements at scale.
Strong data analysis and KPI development background, including experience building operational dashboards using SQL, Tableau, Looker, or similar tools.
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 and ability to influence cross-functional teams.
Strong project management and organizational skills.

Nice To Haves

Deep technical expertise.
Experience working firsthand with customers.
Experience implementing support automation platforms or AI-powered support solutions.
Knowledge of statistical analysis and forecasting for capacity planning.

Responsibilities

Learn Zip’s product and what makes it valuable.
Design and document SOPs for support workflows, escalation procedures, and response protocols across customer tiers.
Implement and manage support technologies, including Zendesk, Pylon, and Fin, to increase automation, reduce manual work, and improve productivity.
Develop dashboards and KPI frameworks to track support performance, response times, resolution rates, and customer satisfaction.
Use 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.