Support Operations Lead

Zip

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.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $80,000 - $140,000 per yearWebsite

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Zendesk administrationtriggersautomationsroutingSLA configurationreportingSQLExcelBI toolscapacity planning

Soft Skills

analytical skillscollaborationproblem-solvingcommunicationleadership