Support Operations Lead: Scale Enterprise Support & Equity

Zip; 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

ClassPass membership

Commuter benefit

Team events & happy hours

Home office stipend

Phone/internet reimbursement

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’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.

Qualifications

• 5+ years of experience in customer support, with at least 2+ years in a leadership or operations role.
• Deep experience with Zendesk and other modern support tools and platforms.
• Extensive 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 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.

Responsibilities

• 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.

Skills

Customer support leadership

SOP design

Data analysis

Dashboard development

AI/ML in support

Cross-functional collaboration

Project management

Tools

Zendesk

Pylon

Fin

Job description

Zip is the AI platform for enterprise procurement — built for humans and agents working together. 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.