Support Operations Lead
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Job Description
Support Operations Lead for Customer Support at Zip, driving operational excellence and system scalability. Responsible for reporting, analytics, and workflow design to enhance customer service efficiency.
Responsibilities:
- 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
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