Support Operations Lead

Zip

4d•$80,000 - $140,000

About The Position

This is a founding Support Operations role — the first person to own the operational infrastructure for Zip's Customer Support team. Our support team is growing fast, and you will own ensuring the team’s processes, reporting, and infrastructure are industry-leading, scaling a support team befitting our world-class customers. You'll report directly to the Head of Support and work alongside Technical Support Engineers, Customer Success, and Engineering. The person who succeeds here is equal parts operator, analyst, and builder – ready for a fast-paced environment, and comfortable building and scaling systems from scratch.

Requirements

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

Responsibilities

Build routing rules and automation, and leverage AI Tooling to ensure the support team runs like a well-oiled machine.
Do whatever it takes to streamline any friction slowing the team down from helping our customers.
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.
Own the staffing model. Translate ticket volume forecasts into headcount and other recommendations.
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.