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Zip
Support Operations Lead
Remote · US · Full time · Senior level
$90k–$120k / year
About the role
Lead the design and implementation of support operations infrastructure and processes to scale exceptional service. Develop SOPs, optimize support technologies, and create KPIs to guide strategic decisions.
What you’ll do
• Design and document comprehensive SOPs for support workflows. • Implement and manage support technology stack. • Develop dashboards and KPI frameworks. • Leverage AI/ML to automate and prioritize support tasks. • Build and scale enterprise B2B support model with SLAs.
What you’ll bring
• 5+ years customer support experience, 2+ in leadership. • Deep experience with Zendesk and support tools. • Coordinate with customer teams and Engineering. • Design and implement SOPs and process improvements. • Strong data analysis and KPI development skills. • Experience with enterprise B2B support models and SLAs.
Life at Zip
Offers start-up equity, full health coverage, catered meals, flexible PTO, ClassPass, commuter benefits, team events, home office stipend, parental leave, fertility stipend, and 401k plan.
About Zip
Zip is an AI platform for enterprise procurement trusted by major enterprises to optimize procurement with AI agents, saving billions and processing hundreds of billions in spend.