Support Operations Lead

Zip•San Francisco, CA

3d•$90,000 - $120,000

About The Position

Zip is hiring a Support Operations Lead to build the infrastructure and processes that enable its support team to deliver excellent service at scale. The role will establish support procedures, implement and optimize support technologies, use AI/ML tools to improve efficiency, and develop dashboards and KPIs to inform decisions. The position will help shape enterprise B2B support operations during a period of growth, including setting best practices and response-time standards.

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 building operational dashboards with 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 directly 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 to standardize support workflows, escalation procedures, and response protocols across customer tiers.
Implement and manage the support technology stack, 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, anticipate customer issues, and prioritize support workflows.
Build and scale an enterprise B2B support model with tiered SLAs, response-time guarantees, and dedicated support for key accounts.
Partner with leadership to establish response-time targets and SLAs that balance customer expectations and operational capacity.