AI-Driven Enterprise Support Operations Lead

ZipHQ, Inc.; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Start-up equity

Health, vision & dental coverage

Catered meals

Flexible PTO

Commuter benefit

Team events & happy hours

Home office stipend

Phone/internet reimbursement

Paid parental leave

Fertility stipend

401k plan

Job summary

Zip is the AI platform for enterprise procurement—built for humans and agents working together. As our Support Operations Lead, you will design SOPs, implement the tech stack, and create dashboards that drive scalable, data-informed support across enterprise customers.

You will collaborate with leadership to set response-time targets and SLAs, leverage AI/ML to automate routine tasks, and partner with engineering and customer teams to optimize processes as Zip grows.

Qualifications

• 5+ years in customer support, with at least 2+ years in leadership or operations.
• Deep experience with Zendesk and other modern support tools.
• Experience coordinating with customer-facing teams and Engineering at scale.
• Proven ability to design and implement SOPs and process improvements at scale.
• Strong background in data analysis, KPI development, and dashboards (SQL, Tableau, Looker).
• Experience building enterprise B2B support models with complex SLAs.
• Familiarity with AI/ML applications in customer support and process automation.
• Excellent communication skills and cross-functional influence.
• Strong project management and organizational skills.

Responsibilities

• Learn Zip and its value proposition to support excellence.
• Design and document SOPs that standardize support workflows and escalation procedures.
• Implement and manage the support tech stack (Zendesk, Pylon, Fin) to boost automation and productivity.
• Develop dashboards and KPI frameworks to track performance, response times, resolution rates, and CSAT.
• Leverage AI/ML to automate routine tasks, predict issues, and prioritize workflows.
• Build and scale an enterprise B2B support model with tiered SLAs and dedicated account support.
• Partner with leadership to set response time targets and balance customer expectations with capacity.

Skills

Customer support leadership

Process optimization

Data analysis

KPI development

Cross-functional communication

Project management

SOP design

Stakeholder management

Tools

Zendesk

Pylon

Fin

SQL

Tableau

Looker

Job description

Zip is the AI platform for enterprise procurement—built for humans and agents working together. As our Support Operations Lead, you will design SOPs, implement the tech stack, and create dashboards that drive scalable, data-informed support across enterprise customers.

You will collaborate with leadership to set response-time targets and SLAs, leverage AI/ML to automate routine tasks, and partner with engineering and customer teams to optimize processes as Zip grows.