Zip
SaaS
SupportOperationsLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Support Operations Lead at Zip. Skills: Support Operations, Process design, Data analysis. Build routing rules. Build automation”
What You'll Achieve.
Industry-leading processes; Scaling support team
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
4–7 years in Support Operations, Deep Zendesk administration experience, Build from scratch experience, Analytical skills, Experience with capacity planning, Experience leveraging AI tools
Nice to Have
Looker, Tableau, or equivalent BI tools
What You'll Do.
Surface queue metrics
Identify work bottlenecks
Partner with cross-functional teams
Ensure systems are in place
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer Success; Engineering
Communication Scope
Simplify complex concepts
Full 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 This is a founding Support Operations role — the first person to own the operational infrastructure for Zip's Customer Support team. Our support team is growing fast, and you will own ensuring the team’s processes, reporting, and infrastructure are industry-leading, scaling a support team befitting our world-class customers. You'll report directly to the Head of Support and work alongside Technical Support Engineers, Customer Success, and Engineering. The person who succeeds here is equal parts operator, analyst, and builder – ready for a fast-paced environment, and comfortable building and scaling systems from scratch. YOU WILL - 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: tic
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