Manager, Technical Support

📋 Description

• • Zip is revolutionizing the way businesses procure software, services, and tools, tackling a complex, multi-trillion dollar global market that has historically been cumbersome and inefficient. Our purpose-built procurement platform offers a simple, consumer-grade user experience, transforming how leading companies manage their spend. In just four years, Zip has established itself as the category leader in this rapidly growing space, trusted by industry giants like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential to manage billions of dollars in expenditure. We are backed by top-tier investors including Y Combinator, Tiger Global, and BOND, with a significant valuation and substantial funding, underscoring our potential for explosive growth and innovation.
• • As the Manager, Technical Support (US) on our Customer team, you will be instrumental in ensuring our customers receive swift, accurate, and technically superior support. This leadership role is pivotal to our mission of delivering exceptional customer experiences. You will be responsible for overseeing the US Technical Support organization and will share leadership responsibilities for our Philippines-based team, ensuring seamless global coverage, operational excellence, and unwavering service quality.
• • Your role will act as a critical bridge between our Support, Product, and Engineering teams. You will ensure that complex escalations are managed with urgency and expertise, systemic issues are identified and addressed proactively, and that every customer receives a consistently high-quality support experience, irrespective of their geographical location. This cross-functional collaboration is key to maintaining our reputation for reliability and customer satisfaction.
• • In this position, you will cultivate deep expertise across Zip’s comprehensive and expanding ecosystem. This includes a thorough understanding of our Procurement workflows, Intake processes, Approval mechanisms, Supplier management, ERP and SSO integrations, and our broader workflow engine. You will be supporting some of our most important marquee customers, including industry leaders such as Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks, providing them with the technical guidance and solutions they need to succeed.
• • The impact of your work will directly scale with Zip’s growth. Every process you refine, every efficiency you introduce, and every improvement you implement will strengthen the technical foundation of our global Customer organization. You will be a key driver in building a world-class support operation that can meet the demands of our rapidly expanding customer base and product offerings.
• • **Team Leadership & Global Coverage:** You will lead, mentor, and develop the US Technical Support team, setting clear performance expectations, implementing robust coaching plans, and fostering clear career pathways for growth. You will also share operational oversight of the Philippines team, collaborating closely with regional leadership to guarantee seamless 24/5 or follow-the-sun support coverage, ensuring our customers are supported around the clock. This includes driving strategic staffing models, comprehensive workforce planning, and efficient scheduling to consistently meet and exceed our Service Level Agreement (SLA) targets and critical response-time goals. A core focus will be cultivating a team culture that embodies ownership, urgency, technical mastery, and unwavering customer advocacy.
• • **Technical Escalation & Issue Resolution:** You will serve as a senior escalation leader, adept at managing and resolving highly complex technical issues with speed and precision. You will guide your teams through in-depth investigations, meticulous reproduction steps, and clear ownership determination before efficiently routing issues to the Engineering team. A vital part of your role involves partnering closely with Engineering to strengthen feedback loops, accelerate the identification of root causes, and significantly reduce the overall time-to-resolution for customer-impacting problems.
• • **Operational Excellence & Process Ownership:** You will be responsible for building and scaling global escalation pathways, ensuring a smooth and effective flow of information from Customer to Product to Engineering. This involves standardizing critical workflows such as triage procedures, debugging methodologies, ticket handoff protocols, and prioritization frameworks across all teams. You will proactively identify systemic friction points within our support operations and implement impactful process improvements designed to enhance predictability, efficiency, and SLA performance. Leveraging key metrics and performance dashboards will be essential for managing team effectiveness and driving continuous improvement in response quality and speed.
• • **Customer Advocacy & Cross-Functional Partnership:** You will act as a powerful voice for the customer within Zip, actively surfacing trends, insights, and feedback to influence product roadmap decisions and strategic priorities. You will forge strong partnerships with our Sales, Customer Success Management (CSM), Onboarding, and Technical Account Management (TAM) teams to provide seamless support for our enterprise customers and ensure the success of high-impact product launches. In critical or highly technical situations, you will be prepared to step in directly with customers to provide leadership engagement and resolution.
• • **Data, Tooling & Continuous Improvement:** You will utilize advanced observability tools, log analysis platforms, and analytics suites (such as DataDog) to proactively identify patterns, potential risks, and areas for operational enhancement. Driving improvements in our knowledge management systems will be a key initiative to reduce reliance on escalations and increase first-contact resolution rates. Furthermore, you will champion the adoption of automation and AI-driven support capabilities, strategically scaling our organization efficiently and enhancing the support experience for both our customers and our internal teams.
• • This role offers a unique opportunity to shape the future of technical support at a category-defining company, directly impacting customer success and contributing to Zip's rapid growth and market leadership.