Support Operations Specialist

Zipline • Las Vegas, NV

1d

About The Position

The Support Operations Specialist serves as the operating layer between customer/partner communications and core delivery systems. Operating in a fast-paced environment where software, hardware, and operational systems intersect, this role navigates ambiguity to isolate root causes and keep delivery operations running smoothly. The Specialist routinely uses and toggles across multi-functional systems simultaneously—including intake platforms, real-time internal comms, backend telemetry, order dashboards, and ticketing trackers—to investigate complex order, mission, site, fleet, and financial issues. They resolve work within Advocacy boundaries, coordinate technical owners, and turn recurring friction into SOPs, macros, and measurable system improvements.

Requirements

• Specialists follow an 8-step investigative methodology: Expected Outcome → Observed Outcome → Break Point → Evidence → Failure Domain → Immediate Recovery → Ownership → Prevention.
• Fluent in seamlessly navigating and operating across multiple complex systems simultaneously, including Intercom (Intake), Slack (Internal Comms), Jira (Trackers), internal operational dashboards, telemetry tools, CRM systems, and logs.

Responsibilities

• Provide end-to-end communication from intake through closure across internal handoffs.
• Isolate break points using system evidence; resolve supported order, serviceability, and setting requests.
• Build complete evidence packages (site, order, asset, expected vs. actual behavior) for technical teams.
• Follow approved protocols for high-stakes events, protecting human safety, dignity, and privacy.
• Distinguish operational vs. payout readiness and clear documentation blockers.
• Maintain SOPs, analyze contact volume signals, and optimize workflows (Automate, Document, Eliminate).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed