Support Operations Analyst

About the role

Zipline is seeking a Support Operations Specialist to improve the quality, consistency, and scalability of the Customer Support organization. This role focuses on identifying operational gaps, improving workflows, documenting processes, and driving continuous improvement.

Responsibilities

• Review customer support interactions and workflows to identify quality and process gaps
• Conduct quality audits and identify recurring operational issues
• Listen to calls, shadow frontline teams, and engage directly with support operations
• Document and maintain SOPs, workflows, and operational guidance
• Partner with frontline teams and leadership to improve consistency and customer experience
• Support continuous improvement initiatives and operational reporting
• Identify scalable process improvements across the support organization

Requirements

• 2+ years of experience in customer support, operations, QA, or process improvement
• Strong communication, organization, and documentation skills
• Ability to identify operational inefficiencies and recommend practical solutions
• Comfortable working cross-functionally in a fast-paced environment
• An analytical mindset with experience using reporting or support tools

Qualifications

• Preferred qualifications include experience in high-growth technology, logistics, aviation, or operational environments
• Familiarity with building reports throughout different software platforms such as Mode, Thoughtspot, Google Sheets or similar support platforms

What You’ll Bring

• Comfortable working cross-functionally in a fast-paced environment
• An analytical mindset with experience using reporting or support tools

What Else You Need To Know

The starting cash range for this role is $65,000 - $80,000. Please note that this is a target starting cash range for a candidate who meets the minimum qualifications for this role. The final cash payment for this role will depend on various factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may 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, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities. 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!