Operations

• 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.

Support Operations Lead

Data Scientist

• Collaborate extensively with cross-functional teams to provide the models, data products, and insights necessary for informed decision-making and sustainable growth.
• Leverage comprehensive data resources to extract valuable insights.
• Work alongside leadership to transform business challenges into data-driven solutions.
• Develop metrics, build simple data pipelines, create intuitive dashboards, and generate reports that drive business operations.
• Deliver actionable recommendations through thoughtful analysis and compelling data storytelling that directly impact business outcomes.

Senior/Staff Data Scientist, EPD

Solutions Engineer

• Actively contribute to Zip’s sales efforts by supporting prospective customer-facing conversations, conducting discovery, demonstrating our solutions, handling questions, and overcoming objections to help our prospects see the value in choosing Zip.
• Own responsibility for responding to customer asks, including follow-up questions, demos, RFx and IT security questionnaires.
• Partner with the Sales team to deliver on our sales objectives.
• Partner with the Post-Sales Solutions Consultants to ensure our customers experience a seamless transition from sale to onboarding - communicating their needs and objectives with proper expectations set for successful delivery.
• Deliver feedback to help us grow and evolve - ranging from ZIP’s internal processes to the actual product as well as competitive insights and positioning.

Solution Engineer – Pre-Sales

Account Manager

• Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
• Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip’s platform and procurement best practices.
• Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
• Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.
• Manage customer health based on data-driven adoption metrics.
• Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.
• Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.
• Partner with Sales to manage renewals to achieve target NRR.
• Continuously improve Customer Success assets and processes.

Customer Success Manager – Technical Account Management

• Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
• Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip’s platform and procurement best practices.
• Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
• Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.
• Manage customer health based on data-driven adoption metrics.
• Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.
• Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.
• Partner with Sales to manage renewals to achieve target NRR.
• Continuously improve Customer Success assets and processes. We’re an early stage company, we want people who are excited to build and motivated to up-level the status quo!

• Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis.
• Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip’s platform and procurement best practices.
• Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams.
• Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty.
• Manage customer health based on data-driven adoption metrics.
• Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations.
• Train and empower customers to be product specialists to become increasingly self-sufficient for their organization.
• Partner with Sales to manage renewals to achieve target NRR.
• Continuously improve Customer Success assets and processes. We’re an early-stage company, we want people who are excited to build and motivated to up-level the status quo!

Account Executive

• You’re a closer, trusted advisor, product consultant – you’re working with prospects day-in-day-out to deliver immense ROI in an efficient, value-based sales cycle
• You’re a hunter – you’ll get a healthy supply of BDR leads and marketing opportunities, but you’ll prospect and tap into your network to knock down doors and blockers
• You’re a product evangelist – you’ll solution Zip to meet the pain points today, but also with an eye toward our product of the future
• You’re a builder – at a startup, you’re not just a team member, but you help build the team culture and bring your best practice to the org
• Become a procurement expert – gaining deep knowledge of the procurement challenges specific to the industry, from clinical trials to research funding allocation.
• Become a product expert – learning the Zip platform through and through, so that you’re demo ready
• Use cutting-edge sales intelligence and engagement solutions to prospect, manage deal cycles, and ultimately bring on new customers
• Be adaptable and flexible – as part of an early-stage hyper growth company, we are rapidly growing out our process but we want to you to help shape our sales process

Commercial Account Executive

Full-stack Engineer

• Take full ownership in one or more of the Core Infra areas, closely collaborating with partner teams, define the roadmap for these areas, and drive execution end to end

Senior/Staff Software Engineer, Core Infrastructure

Recruitment

• Lead and develop the technical recruiting team: Manage, coach, and grow a team of technical recruiters and sourcers across multiple hiring areas
• Set clear performance expectations, run regular 1:1s, and create development paths for each team member
• Build a recruiting culture grounded in rigor, candidate experience, and operational excellence
• Own the technical talent strategy: Partner with Engineering, Product, Data, and Design leaders to deeply understand hiring needs and translate them into recruiting plans
• Define and continuously improve our end-to-end hiring process — from job scoping to offer close
• Drive consistent, structured interview practices that reduce bias and improve decision quality
• Scale our recruiting operations: Build and maintain the systems, tooling, and metrics that make the team more effective and data-driven
• Manage our ATS, sourcing tools, and recruiting tech stack to ensure we’re getting the most out of our investments
• Report on pipeline health, funnel conversion, time-to-fill, and other key indicators to the broader People and Leadership teams
• Strengthen Zip’s presence as a technical employer: Partner with Marketing and People teams to build Zip’s reputation in the engineering community
• Develop relationships with universities, bootcamps, and technical communities to expand our pipeline
• Ensure every candidate — regardless of outcome — walks away with a positive impression of Zip

Support Operations Lead

Senior/Staff Data Scientist, EPD

Solution Engineer – Pre-Sales

Customer Success Manager – Technical Account Management

Customer Success Manager – Technical Account Management

Customer Success Manager – Technical Account Management

Commercial Account Executive

Senior/Staff Software Engineer, Core Infrastructure

Head of Technical Recruiting