Zipline
Logistics
CustomerSupportLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Lead at Zipline. Skills: people leadership, operational excellence, customer advocacy, team development, scaling world-class customer operations. building and leading high-performing teams that deliver exceptional customer experiences. coach and develop Customer Support Specialists”
What You'll Achieve.
Team members feel supported, challenged, developed, and empowered to grow; Customers and partners consistently receive responsive, high-quality experiences; The team operates with accountability, collaboration, and operational consistency; Support is viewed as a strategic operational partner across the business; The culture reflects resilience, adaptability, ownership, and continuous improvement
Industry & Context.
problem-solving; solutions-oriented
Flexible availability including evenings, weekends, and holidays as needed
What They're Looking For.
Must Have
3+ years of experience in customer support, operations, hospitality, logistics, or another fast-paced customer-facing environment, operational mindset with the ability to prioritize effectively and lead through ambiguity, Excellent communication, problem-solving, and decision-making skills, Ability to remain calm, adaptable, and solutions-focused in high-pressure situations, Curiosity, accountability, and a growth mindset, Flexible availability including evenings, weekends, and holidays as needed
Nice to Have
Previous leadership, coaching, mentoring, or team development experience, Experience working within customer support, operational, or CRM platforms
What You'll Do.
building and leading high-performing teams that deliver exceptional customer experiences
coach and develop Customer Support Specialists
support every aspect of the customer journey across phone
and chat communication
lead through ambiguity
elevate team performance
strengthen operational execution
help create a culture rooted in accountability
and continuous improvement
and develop a team of Customer Support Specialists focused on delivering exceptional customer and partner experiences
engaged team culture centered around trust
and operational excellence
Drive team performance through real-time coaching
Serve as an operational leader by helping manage daily support execution
and service performance
Partner cross-functionally with operations
and leadership teams to improve workflows and elevate the customer experience
Navigate ambiguity confidently while helping the team remain focused
and solutions-oriented in fast-moving situations
Identify opportunities to improve systems
and team effectiveness as the organization scales
Lead by example through communication
and customer-first decision making
Foster an environment of continuous learning
and collaboration where team members are empowered to expand their skills and impact
How You'll Work.
Team & Collaboration
Partner cross-functionally with operations, engineering, product, and leadership teams to improve workflows and elevate the customer experience; Foster an environment of continuous learning, growth, and collaboration where team members are empowered to expand their skills and impact
Communication Scope
Excellent communication; communication
Full Job Description
About Zipline Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products. Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations. Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe. We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds. About the Role Customer Support Leads are responsible for building and leading high-performing teams that deliver exceptional customer experiences at Zipline. This role combines people leadership, operational excellence, and customer advocacy. Customer Support Leads coach and develop Customer Support Specialists who support every aspect of the customer journey across phone, email, and chat communication. They
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