Customer Advocate
Zipline · Las Vegas, NV · 3 wk ago
OTHRFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real content. We must not repeat job title. No metadata like Job ID. Remove boilerplate: EEO, self-identification, etc. Also remove navigation/legal etc. Keep substantive info.
We need to parse the posting.
Key sections:
- About Zipline (company description) maybe part of About the role? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have About the role (maybe includes company description and role overview). Then Responsibilities (What You'll Do). Then Requirements/Qualifications/Skills (What You'll Bring). Possibly separate Requirements and Qualifications? The posting has "What You'll Bring" which includes experience, skills, etc. Could map to Requirements and Qualifications and Skills. We need to decide.
We have schedule info: "This is a full-time, on-site role scheduled for 40 hours across five days each week. Because customers rely on Zipline every day, schedules may include evenings, weekends, and holidays. This role is not available remotely." So we can have Schedule section.
Pay: Not mentioned. So we should NOT include Pay section.
Benefits: Not mentioned explicitly. No benefits listed. So we should NOT include Benefits.
Thus sections: About the role, Responsibilities, Requirements (maybe combine Qualifications and Skills?), but we need to follow instruction: use headings for those categories if we have content. We could split What You'll Bring into Requirements (experience), Qualifications (maybe education?), Skills (specific skills). However the posting doesn't separate qualifications vs skills explicitly. It lists: 1-2 years experience preferred in customer support, hospitality, operations, logistics, technology, or another fast-paced customer-facing environment. (that's experience/requirements). Then "A genuine obsession with earning customer trust..." etc (skills/attributes). Then technical curiosity, ability to learn complex products, strong listening, discovery, problem-solving, ownership, judgment, composure, ability to manage multiple conversations, analytical mindset, attention to detail, collaborative approach, experience with CRM/ticketing tools preferred; Spanish proficiency a plus. Ability to work on-site... So we could put all under Requirements (or Qualifications). But we need to avoid empty sections. Perhaps we can have Requirements (experience) and Skills (attributes). Qualifications maybe not needed if no specific education/degrees. But we could still include Qualifications if we have content like "Ability to work on-site..." but that's more requirement.
Better to follow typical pattern: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We'll include About the role, Responsibilities, Requirements, Skills, Schedule. Omit Qualifications if no distinct content. Or we could put Qualifications as same as Requirements but that would be duplicate. Better to omit Qualifications if no specific qualifications like degree.
Thus sections:
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have About the role (maybe includes company description and role overview). Then Responsibilities (What You'll Do). Then Requirements/Qualifications/Skills (What You'll Bring). Possibly separate Requirements and Qualifications? The posting has "What You'll Bring" which includes experience, skills, etc. Could map to Requirements and Qualifications and Skills. We need to decide.
We have schedule info: "This is a full-time, on-site role scheduled for 40 hours across five days each week. Because customers rely on Zipline every day, schedules may include evenings, weekends, and holidays. This role is not available remotely." So we can have Schedule section.
Pay: Not mentioned. So we should NOT include Pay section.
Benefits: Not mentioned explicitly. No benefits listed. So we should NOT include Benefits.
Thus sections: About the role, Responsibilities, Requirements (maybe combine Qualifications and Skills?), but we need to follow instruction: use headings for those categories if we have content. We could split What You'll Bring into Requirements (experience), Qualifications (maybe education?), Skills (specific skills). However the posting doesn't separate qualifications vs skills explicitly. It lists: 1-2 years experience preferred in customer support, hospitality, operations, logistics, technology, or another fast-paced customer-facing environment. (that's experience/requirements). Then "A genuine obsession with earning customer trust..." etc (skills/attributes). Then technical curiosity, ability to learn complex products, strong listening, discovery, problem-solving, ownership, judgment, composure, ability to manage multiple conversations, analytical mindset, attention to detail, collaborative approach, experience with CRM/ticketing tools preferred; Spanish proficiency a plus. Ability to work on-site... So we could put all under Requirements (or Qualifications). But we need to avoid empty sections. Perhaps we can have Requirements (experience) and Skills (attributes). Qualifications maybe not needed if no specific education/degrees. But we could still include Qualifications if we have content like "Ability to work on-site..." but that's more requirement.
Better to follow typical pattern: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We'll include About the role, Responsibilities, Requirements, Skills, Schedule. Omit Qualifications if no distinct content. Or we could put Qualifications as same as Requirements but that would be duplicate. Better to omit Qualifications if no specific qualifications like degree.
Thus sections:
About the role
- include company description and role overview (About Zipline and About You And The Role paragraphs). Should we include the "About Zipline" paragraph? Yes it's substantive. Then the "About You And The Role" paragraph describing mission and role.
Responsibilities
- list from "What You'll Do". Use - for each bullet.
Requirements
- include experience preference: "1–2 years of experience preferred in customer support, hospitality, operations, logistics, technology, or another fast-paced customer-facing environment." plus maybe ability to work on-site? That's more schedule. But we can include experience.
Skills
- include the list of attributes: genuine obsession, empathy, patience, judgment, communication, technical curiosity, ability to learn complex products, strong listening, discovery, problem-solving, ownership, follow-through, judgment and composure, ability to manage multiple conversations, analytical mindset, attention to detail, collaborative approach, experience with CRM/ticketing tools preferred; Spanish proficiency a plus. Ability to work on-site for 40 hours across five scheduled days each week, including evenings, weekends, or holidays when assigned to support customer and operational needs. Actually that last is schedule; maybe we keep schedule separate.
But schedule we already have separate section.
Thus Skills section includes the personal/skill attributes.
Schedule
- include full-time on-site 40 hours across five days, may include evenings, weekends, holidays, not remote.
We must not include Benefits or Pay.
We must not include boilerplate like EEO, self-identification, etc.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep all details from the sections we include.
Let's extract exact text.
About Zipline paragraph:
"About Zipline 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. Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations. Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe. We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds."
About You And The Role paragraph:
"About You And The Role Zipline began by delivering life-saving blood, vaccines, and medical supplies when minutes mattered. That same standard of urgency, care, and reliability now guides how we serve every customer. As a Customer Advocate, you will be at the center of that 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 scheduled for 40 hours across five days each week. Because customers rely on Zipline every day, schedules may include evenings, weekends, and holidays. This role is not available remotely."
We might split schedule out later.
What You'll Do bullet list:
- 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.
What You'll Bring bullet list (actually it's a paragraph with numbered items? It says "1–2 years of experience preferred..." then a series of sentences. We'll convert each sentence to - maybe.
Let's list:
- 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 for 40 hours across five scheduled days each week, including evenings, weekends, or holidays when assigned to support customer and operational needs.
We might move the last bullet about ability to work on-site to Schedule section.
Thus Requirements: maybe just the experience bullet? Or we could include experience plus maybe "Ability to work on-site..." but that's schedule.
We'll put Requirements: experience bullet.
Skills: all other attribute bullets (excluding experience and schedule).
Schedule: the schedule bullet plus maybe the earlier statement about full-time on-site 40 hours across five days each week, may include evenings, weekends, holidays, not remote.
We have two schedule statements: one in About You And The Role: "This is a full-time, on-site role scheduled for 40 hours across five days each week. Because customers rely on Zipline every day, schedules may include evenings, weekends, and holidays. This role is not available remotely." And the ability to work on-site bullet repeats similar. We'll combine.
Now we need to output HTML fragment only, no markdown fences.
We'll produce:
About the role
About Zipline Zipline is the world’s largest and most experienced drone delivery service. ...
About You And The Role Zipline began by delivering life-saving blood, vaccines, and medical supplies when minutes mattered. ...
But we need to avoid repeating the heading "About Zipline" as separate heading; we just have About the role section with paragraphs.
We must ensure we don't include any boilerplate like EEO etc.
Now produce final HTML.
Let's craft the About the role paragraph(s). Could combine into one paragraph but it's long; we can split into two paragraphs for readability.
We'll copy the exact text as given, preserving punctuation.
Check for any stray curly quotes etc. We'll keep as is.
Now Responsibilities: - each bullet.
We need to ensure we keep the bullet text exactly as
Requirements
- include experience preference: "1–2 years of experience preferred in customer support, hospitality, operations, logistics, technology, or another fast-paced customer-facing environment." plus maybe ability to work on-site? That's more schedule. But we can include experience.Skills
- include the list of attributes: genuine obsession, empathy, patience, judgment, communication, technical curiosity, ability to learn complex products, strong listening, discovery, problem-solving, ownership, follow-through, judgment and composure, ability to manage multiple conversations, analytical mindset, attention to detail, collaborative approach, experience with CRM/ticketing tools preferred; Spanish proficiency a plus. Ability to work on-site for 40 hours across five scheduled days each week, including evenings, weekends, or holidays when assigned to support customer and operational needs. Actually that last is schedule; maybe we keep schedule separate. But schedule we already have separate section. Thus Skills section includes the personal/skill attributes.Schedule
- include full-time on-site 40 hours across five days, may include evenings, weekends, holidays, not remote. We must not include Benefits or Pay. We must not include boilerplate like EEO, self-identification, etc. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep all details from the sections we include. Let's extract exact text. About Zipline paragraph: "About Zipline 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. Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations. Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe. We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds." About You And The Role paragraph: "About You And The Role Zipline began by delivering life-saving blood, vaccines, and medical supplies when minutes mattered. That same standard of urgency, care, and reliability now guides how we serve every customer. As a Customer Advocate, you will be at the center of that 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 scheduled for 40 hours across five days each week. Because customers rely on Zipline every day, schedules may include evenings, weekends, and holidays. This role is not available remotely." We might split schedule out later. What You'll Do bullet list: - 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. What You'll Bring bullet list (actually it's a paragraph with numbered items? It says "1–2 years of experience preferred..." then a series of sentences. We'll convert each sentence toAbout the role
About Zipline Zipline is the world’s largest and most experienced drone delivery service. ...
About You And The Role Zipline began by delivering life-saving blood, vaccines, and medical supplies when minutes mattered. ...
But we need to avoid repeating the heading "About Zipline" as separate heading; we just have About the role section with paragraphs. We must ensure we don't include any boilerplate like EEO etc. Now produce final HTML. Let's craft the About the role paragraph(s). Could combine into one paragraph but it's long; we can split into two paragraphs for readability. We'll copy the exact text as given, preserving punctuation. Check for any stray curly quotes etc. We'll keep as is. Now Responsibilities:- each bullet. We need to ensure we keep the bullet text exactly as