Support Operations Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Zip

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💳 Fintech

☁️ SaaS

🏢 Enterprise

Fintech • SaaS • Enterprise

Zip is an innovative AI-powered procurement orchestration platform based in San Francisco, CA. It specializes in streamlining the procurement process by providing solutions such as Intake-to-Procure and Procure-to-Pay, enabling organizations to automate purchasing requests, manage vendor relationships, and achieve better visibility into spending. Zip's comprehensive platform aims to enhance efficiency and reduce costs for businesses of various sizes across multiple industries, including life sciences, financial services, and technology.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

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