Support Operations Lead

🕒 Junho 12

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $80.000 - $140.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Zip

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2020

💳 Fintech

☁️ SaaS

🏢 Corporativo

Fintech • SaaS • Enterprise

A Zip é uma plataforma inovadora de orquestração de compras com inteligência artificial baseada em São Francisco, CA. Especializa-se em otimizar o processo de compras oferecendo soluções como Intake-to-Procure e Procure-to-Pay, permitindo que as organizações automatizem pedidos de compra, gerenciem relações com fornecedores e obtenham melhor visibilidade dos gastos. A plataforma abrangente da Zip busca aumentar a eficiência e reduzir custos para empresas de vários tamanhos em diversos setores, incluindo ciências da vida, serviços financeiros e tecnologia.

Descrição

• Support Tool Administration & Tooling • You will build routing rules and automation, and leverage AI Tooling to ensure the support team runs like a well-oiled machine. You’re ready to do whatever it takes to streamline any friction slowing the team down from helping our customers. • Reporting & Analytics • You will 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. • Capacity Planning • Own the staffing model. Translate ticket volume forecasts into headcount and other recommendations. • Workflow & Process Design • 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Start-up equity • Full health, vision & dental coverage • Team building events & happy hours • Flexible PTO • Apple equipment plus home office budget