{"id":3852403,"url":"https://alion.io/job/zip-support-operations-lead","title":"Support Operations Lead","company":{"id":38131,"name":"Zip","domain":"zip.com","url":"https://alion.io/company/zip-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":14,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"LinkedIn","optional":false},{"name":"Looker","optional":false},{"name":"OpenAI","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-06T00:54:24Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T14:24:08Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Zip\nZip 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.\nThe 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.\nBacked 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.\nYour Role\nAs 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.\nYou Will\nLearn the ins and outs of Zip, and what makes it so great\n\nDesign and document comprehensive SOPs that standardize support workflows, escalation procedures, and response protocols across all customer tiers\n\nImplement and manage our support technology stack (Zendesk, Pylon, Fin) to maximize automation, reduce manual work, and improve team productivity\n\nDevelop dashboards and KPI frameworks that track support performance, response times, resolution rates, and customer satisfaction metrics\n\nLeverage AI/ML capabilities to automate routine tasks, predict customer issues, and prioritize support workflows\n\nBuild and scale an enterprise B2B support model with tiered SLAs, response time guarantees, and dedicated account support for key customers\n\nPartner with leadership to establish response time targets and SLAs that balance customer expectations with operational capacity\n\nQualifications\n5+ years of experience in customer support, with at least 2+ years in a leadership or operations role\n\nDeep experience with Zendesk as well as other modern industry-standard support tools and platforms\n\nExtensive experience coordinating with customer-facing teams and Engineering to build at scale\n\nProven ability to design and implement SOPs and process improvements at scale\n\nStrong background in data analysis, KPI development, and building operational dashboards (SQL, Tableau, Looker, or similar)\n\nExperience building or scaling enterprise B2B support models with complex SLAs\n\nFamiliarity with AI/ML applications in customer support and process automation\n\nExcellent communication skills with the ability to influence cross-functional teams\n\nStrong project management and organizational skills\n\nNice to Haves\nDeep Technical Chops\n\nExperience working with customers firsthand.\n\nExperience implementing support automation platforms or AI-powered support solutions\n\nKnowledge of statistical analysis and forecasting for capacity planning\n\nThe 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.\nPerks & Benefits\nAt Zip, we’re committed to providing our employees with everything they need to do their best work.\nStart-up equity\n\n100% health, vision & dental coverage options\n\nCatered breakfast, lunch, & dinner\n\nFlexible PTO\n\nClassPass membership\n\nMonthly commuter benefit\n\nTeam building events & happy hours\n\nHome office stipend\n\nPhone/internet reimbursement\n\nPaid parental leave\n\nFertility stipend\n\n401k plan\n\nWe're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. 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. We look forward to hearing from you!","description_format":"text","description_chars":4662,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Home office","Internet reimbursement","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","AI Agents","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-11-06T04:10:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 10 · green card filings: 1","filings_12m":10,"filings_prev_12m":10,"green_card_filings_12m":1,"median_offered_wage_usd":160227,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":58,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/zip-support-operations-lead","json_url":"https://alion.io/job/zip-support-operations-lead.json","meta":{"generated_at":"2026-11-07T16:33:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":6130,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38131},"rest":"https://alion.io/mcp/rest/get_company?id=38131"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzip-support-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzip-support-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzip-support-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zip-support-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzip-support-operations-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3852403}},{"tool":"search_jobs","arguments":{"company":"zip.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3852403},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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