[Remote] Support Operations Lead

Note: The job is a remote job and is open to candidates in USA. Zip is the AI platform for enterprise procurement, enabling companies to innovate faster through advanced procurement solutions. The Support Operations Lead will own the operational infrastructure for the Customer Support team, ensuring processes and reporting are industry-leading while scaling the team effectively.ResponsibilitiesSupport Tool Administration & ToolingYou 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 customersReporting & AnalyticsYou will design and maintain the dashboards and reports that surface what's actually happening in the queue: ticket volume trends, time-to-first-response, time-to-resolution, CSAT, and individual KPIs for our support teamCapacity PlanningOwn the staffing model. Translate ticket volume forecasts into headcount and other recommendationsWorkflow & Process DesignIdentify where work gets stuck, slowed down, or done inconsistently, partnering with cross-functional teams to ensure there are the right systems in place for our team to work as collaboratively as possibleSkills4–7 years in Support Operations, Customer Experience Operations, or a closely related functionDeep, hands-on Zendesk administration experience — triggers, automations, routing, SLA configuration, reporting, and integrations are second natureDemonstrated ability to build from scratch: you've stood up a system, process, or program in an environment where one didn't exist beforeStrong analytical skills — comfortable in SQL, Excel/Sheets modeling, and BI tools (Looker, Tableau, or equivalent); you pull your own dataExperience with capacity planning or workforce management — you've built a staffing model and defended it to leadershipExperiencing leveraging AI tools to streamline team workflows and operationsExceptional written and verbal communication, with the ability to simplify complex technical concepts for non-technical stakeholdersStrong prioritization, time management, and operational discipline across multiple active issuesFast learner with the ability to learn on the fly, and work in gray areasExperience with ZendeskExperience with AI Tools (Claude, Co-Pilot)Experience with SQL and BI Tools like SnowflakeBenefits📈 Start-up equity🦷 Full health, vision & dental coverage🚠 Team building events & happy hours🌴 Flexible PTO💻 Apple equipment plus home office budgetCompany OverviewZip is an intake and procurement orchestration platform that enables users to initiate purchase requests across the enterprise. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://www.ziphq.com.