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

About Zip

Zip is the AI platform for enterprise procurement — built for humans and agents working together. By orchestrating procurement across teams, tools, and suppliers with the help of AI agents, companies can secure the resources they need to innovate faster than ever before.

The world’s most influential enterprises trust Zip, including T-Mobile, OpenAI, AMD, Mars, Dollar Tree, and more. Together they’ve saved over $8 billion and processed over $500 billion in spend. Zip’s team includes product leaders from Apple, Airbnb, and Meta, as well as former procurement leaders from United Health, Sanofi, MGM Resorts, Discover, and NASA.

Backed by Adams Street, Alkeon, BOND, CRV, DST, Tiger Global, and Y Combinator, Zip has raised $371 million, most recently at a $2.2 billion valuation and has been recognized by Forbes Fintech 50, Fast Company's Most Innovative Companies, Inc. Best in Business, and LinkedIn Top Startups.

Your Role

As our Support Operations Lead, you'll build the infrastructure and processes that enable our support team to deliver exceptional service at scale. You'll design standard operating procedures from the ground up, implement and optimize support technologies, leverage AI/ML tools to enhance efficiency, and develop the dashboards and KPIs that guide strategic decisions. This is a unique opportunity to shape enterprise B2B support operations during a critical growth phase, establishing best practices and response time standards that will define our customer experience for years to come.

You Will

• Learn the ins and outs of Zip, and what makes it so great

• Design and document comprehensive SOPs that standardize support workflows, escalation procedures, and response protocols across all customer tiers

• Implement and manage our support technology stack (Zendesk, Pylon, Fin) to maximize automation, reduce manual work, and improve team productivity

• Develop dashboards and KPI frameworks that track support performance, response times, resolution rates, and customer satisfaction metrics

• Leverage AI/ML capabilities to automate routine tasks, predict customer issues, and prioritize support workflows

• Build and scale an enterprise B2B support model with tiered SLAs, response time guarantees, and dedicated account support for key customers

• Partner with leadership to establish response time targets and SLAs that balance customer expectations with operational capacity

Qualifications

• 5+ years of experience in customer support, with at least 2+ years in a leadership or operations role

• Deep experience with Zendesk as well as other modern industry-standard support tools and platforms

• Extensive experience coordinating with customer-facing teams and Engineering to build at scale

• Proven ability to design and implement SOPs and process improvements at scale

• Strong background in data analysis, KPI development, and building operational dashboards (SQL, Tableau, Looker, or similar)

• Experience building or scaling enterprise B2B support models with complex SLAs

• Familiarity with AI/ML applications in customer support and process automation

• Excellent communication skills with the ability to influence cross-functional teams

• Strong project management and organizational skills

Nice to Haves

• Deep Technical Chops

• Experience working with customers firsthand.

• Experience implementing support automation platforms or AI-powered support solutions

• Knowledge of statistical analysis and forecasting for capacity planning

The salary range for this role is $90,000 - $120,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• Start-up equity

• 100% health, vision & dental coverage options

• Catered breakfast, lunch, & dinner

• Flexible PTO

• ClassPass membership

• Monthly commuter benefit

• Team building events & happy hours

• Home office stipend

• Phone/internet reimbursement

• Paid parental leave

• Fertility stipend

• 401k plan

We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong.