Job Overview
Location
Remote - US
Job Type
Full-time
Category
Data Science
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Own the operational infrastructure for Zip’s Customer Support team as the first Support Operations Lead, building systems from scratch to scale with rapid team growth.
- • Administer and optimize Zendesk by designing routing rules, automations, triggers, SLA configurations, and integrations to eliminate friction and improve support efficiency.
- • Design, build, and maintain dashboards and reports tracking key support metrics including ticket volume trends, time-to-first-response, time-to-resolution, CSAT, and individual agent KPIs.
- • Translate ticket volume forecasts into data-driven staffing models and headcount recommendations, ensuring optimal team capacity and resource allocation.
- • Identify bottlenecks and inconsistencies in support workflows, partnering with Customer Success, Engineering, and Technical Support Engineers to implement scalable, collaborative systems.
- • Leverage AI tools such as Claude and GitHub Copilot to automate repetitive tasks, enhance agent productivity, and streamline support operations.
- • Pull and analyze data independently using SQL, Excel/Sheets, and BI tools like Looker, Tableau, or Snowflake to inform operational decisions and report insights to leadership.
- • Establish and refine reporting standards to ensure transparency, accuracy, and alignment across support, customer success, and executive teams.
- • Act as the operational bridge between support agents and cross-functional teams, translating technical needs into clear processes and vice versa.
- • Maintain operational discipline across multiple priorities, rapidly adapting to changing ticket volumes, product updates, and customer demands.
- • Simplify complex technical concepts for non-technical stakeholders through clear written and verbal communication.
- • Continuously improve support tooling and workflows by identifying opportunities for automation, AI integration, and process standardization.
- • Contribute to a high-performance culture by embodying ownership, open communication, and an underdog mindset in a fast-paced startup environment.
- • Work closely with the Head of Support to define and evolve the strategic direction of support operations as Zip scales to serve enterprise clients globally.
🎯 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
- • Experience 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
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Zip
Zip provides the world's leading agentic procurement orchestration platform, helping businesses manage spend from initial intake to final payment. Their comprehensive suite of products, including Intake-to-Procure, Procure-to-Pay, Supplier Onboarding, and AI Procurement Concierge, streamlines complex purchasing processes. Zip serves a broad spectrum of clients, from startups to enterprises across various industries like technology and financial services, empowering procurement, finance, and legal teams to gain control and efficiency. The platform is designed to facilitate smarter spending and mitigate risk, leveraging embedded AI capabilities for decision-making and driving cross-functional efficiency by integrating with existing tech stacks, a feature beneficial for distributed teams. Notably, Zip is trusted by over 1,030 global leaders, demonstrating its significant impact on optimizing business operations.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Elliptic Enterprises Limited
4 months ago
Harris Computer Systems Corporation
9 days ago
Worldwide Holdings Corporation
2 months ago
