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Head of Customer Support



Customer Service
South San Francisco, CA, USA
Posted on Thursday, December 28, 2023

About Zipline

Do you want to change the world? Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution, to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments and consumers. The technology is complex but the idea is simple: a teleportation service that delivers what you need, when you need it. Through our technology that includes robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution, while providing equitable access to billions of people and building a more resilient global supply chain.
Join Zipline and help us to make good on our promise to build an equitable and more resilient global supply chain for billions of people.

About You and The Role

We are looking for a unique leader seeking a chance to plan, build and scale a world-class customer support team. Zipline is set to experience significant growth in the United States as we deploy our next-generation instant logistics platform. In this role you will play a key part in shaping Zipline’s overall customer experience for our first U.S. markets and beyond. We are looking for someone who can pair their customer support/service experience and industry knowledge with the passion to help design and build our new team, tools and processes from the ground-up. Success will require attention to detail, flexibility, enthusiasm for working with others and driving continuous improvement. This role reports to the Head of U.S. Operations.

What You'll Do

  • Hire, train and lead a customer support team responsible for ensuring an excellent experience for both our business partners and customer end users
  • Resolve inbound issues via call, chat, email, etc. through either immediate resolution based on the SOPs you’ve developed or through ticket issuance and follow-up with cross-functional teams
  • Evaluate and deliver a customer support approach that is firstly AI and autonomy driven for scale, while still allowing for high personal interaction as needed
  • Collaborate with our Customer Success, Customer Apps and Program Management teams to set requirements for the software tools, systems and integrations needed for effective and connected Customer Support workflows
  • Leverage your Customer Support industry knowledge to evaluate and recommend relevant vendors to integrate into our systems
  • Create and deliver on-boarding training material to our business partners that enables them to successfully operate our P2 system and train their employees with minimal friction
  • Collect and leverage data to drive continuous improvement internally within Customer Support, as well cross-functionally with Engineering, Operations, etc.

What You'll Bring

  • 8+ years of experience in customer-facing communications, customer support/service or contact center management, with 5+ years of experience directly leading a customer support, service or care team of more than 5 people
  • Forward thinking mindset; experience in leveraging new technology to augment live customer support
  • History of using data to drive improvements in customer experience, product quality or operational efficiency
  • Experience implementing new customer support software and CRM tools from scratch is a plus
  • Ability to travel ~40% of time in the first 6-12 months with less travel after that period
  • Eligible to work in US

What Else You Need to Know

The starting cash range for this role is $110,000 - $140,000. Please note that this is a target, starting cash range for a candidate who meets the minimum qualifications for this role. The final cash pay for this role will depend on a variety of factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may also include: equity compensation; discretionary annual or performance bonuses; sales incentives; benefits such as medical, dental and vision insurance; paid time off; and more.
Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.
We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!