Customer Advocate

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.

About the role

As a Customer Advocate, you will be at the center of the customer experience—helping customers get answers, resolving issues with ownership, and ensuring the voice of the customer shapes what we build and how we operate. You won’t just answer questions—you’ll help determine why customers choose Zipline again.

You will support customers and partners across phone, email, chat, and SMS/text, and reach out to customers who have stopped ordering—not to deliver a script, but to listen, uncover what is getting in the way, and turn those insights into better, more useful experiences. You will connect recurring concerns and opportunities to the teams that can remove friction permanently.

This is a full-time, on-site role in Henderson, Nevada, scheduled for 40 hours across five days each week. Because customers rely on Zipline every day, schedules may include evenings, weekends, and holidays.

Responsibilities

• Be a trusted advocate for Zipline customers and partners, making every interaction feel personal, clear, and owned from beginning to end.
• Deliver warm, precise inbound support across phone, email, chat, and SMS/text for order delays, delivery status, account questions, service concerns, and recovery needs.
• Conduct thoughtful outbound conversations with customers who have stopped ordering to understand barriers, uncover unmet needs, and learn what would earn their trust and continued use.
• Investigate issues across customer, account, order, delivery, and operational systems, aiming to resolve eligible needs in one touch and without making customers repeat their story.
• Own each case through resolution: set expectations, coordinate the right internal teams, communicate proactively, verify the outcome, and close the loop with the customer.
• Support Zipline partners with the same urgency and ownership, providing one clear point of contact while coordinating operational or technical corrective actions.
• Document the reason for contact, customer need, action taken, root cause, and outcome accurately so every interaction improves our understanding of the experience.
• Turn customer signals into insight by identifying recurring concerns, unmet needs, and opportunities to improve ordering, delivery, recovery, and continued use.
• Partner with Operations, Product, Engineering, and Commercial teams to eliminate recurring friction and report clearly on trends, owners, actions, and outcomes.
• Help build the next generation of Zipline support by improving tools, workflows, playbooks, knowledge, and customer-recovery standards as we learn.

Requirements

• 1–2 years of experience preferred in customer support, hospitality, operations, logistics, technology, or another fast-paced customer-facing environment.
• A genuine obsession with earning customer trust and creating experiences people want to return to.
• Exceptional empathy, patience, judgment, and communication skills, with the ability to build trust quickly with customers and partners.
• Technical curiosity and the ability to learn complex products, operational systems, and support tools quickly.
• Strong listening, discovery, and problem-solving skills for both inbound support and proactive customer conversations.
• Exceptional ownership and follow-through—you stay accountable until the customer has an answer and the case is truly closed.
• Sound judgment and composure when navigating ambiguity, urgency, or emotionally difficult conversations.
• The ability to manage multiple conversations, priorities, and systems simultaneously without losing accuracy or care.
• An analytical mindset and strong attention to detail, especially when documenting customer needs, operational impacts, and outcomes.
• A collaborative approach and the ability to translate customer feedback into clear, actionable insight for other teams.
• Experience with CRM, ticketing, contact-center, or customer-support tools is preferred; Spanish proficiency is a plus.
• Ability to work on-site in Henderson, Nevada, for 40 hours across five scheduled days each week, including evenings, weekends, or holidays when assigned to support customer and operational needs.

Schedule

This is a full-time, on-site role scheduled for 40 hours across five days each week. Schedules may include evenings, weekends, and holidays.