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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building and scaling enterprise B2B support models, implementing process improvements, and leveraging AI/ML for automation in customer support. Proficient in data analysis and developing operational dashboards to enhance team productivity and customer satisfaction.
Highest-signal resume keywords
Zendesk ExpertiseAI/ML Applications in Customer SupportData Analysis and KPI DevelopmentSOP Design and ImplementationProject Management Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisKPI DevelopmentSQLTableauLookerProcess ImprovementSupport AutomationStatistical AnalysisForecastingSOP Design
Soft Skills
Excellent CommunicationInfluencing Cross-Functional TeamsOrganizational SkillsLeadership ExperienceCustomer Interaction
Tools & Technologies
ZendeskPylonFinAI-Powered Support SolutionsSupport Automation Platforms
Industry Keywords
B2B Support ModelTiered SLAsResponse-Time GuaranteesCustomer SatisfactionOperational Capacity
Tech Stack
Tools & technologiesSQLTableau
About the role
Key responsibilities & impact- Build the infrastructure and processes that enable the support team to deliver exceptional service at scale
- Design and document comprehensive SOPs for support workflows, escalation procedures, and response protocols across customer tiers
- Implement and manage the support technology stack, including Zendesk, Pylon, and Fin
- Maximize automation, reduce manual work, and improve team productivity
- Develop dashboards and KPI frameworks tracking support performance, response times, resolution rates, and customer satisfaction
- Leverage AI/ML to automate routine tasks, predict customer issues, and prioritize support workflows
- Build and scale an enterprise B2B support model with tiered SLAs, response-time guarantees, and dedicated account support
- Partner with leadership to establish response-time targets and SLAs balancing customer expectations with operational capacity
- Learn Zip's products and operations
Requirements
What you’ll need- 5+ years of experience in customer support, with at least 2+ years in a leadership or operations role
- Deep experience with Zendesk and other modern industry-standard support tools and platforms
- Extensive experience coordinating with customer-facing teams and Engineering to build at scale
- Proven ability to design and implement SOPs and process improvements at scale
- Strong background in data analysis, KPI development, and building operational dashboards using SQL, Tableau, Looker, or similar
- Experience building or scaling enterprise B2B support models with complex SLAs
- Familiarity with AI/ML applications in customer support and process automation
- Excellent communication skills with the ability to influence cross-functional teams
- Strong project management and organizational skills
- Deep technical chops
- Experience working with customers firsthand
- Experience implementing support automation platforms or AI-powered support solutions
- Knowledge of statistical analysis and forecasting for capacity planning
- Must be willing and able to come into the downtown San Francisco office 3 days per week
- Must be legally authorized to work in the United States
Benefits
Comp & perks- Start-up equity
- 100% health, vision & dental coverage options
- Catered breakfast, lunch, & dinner
- Flexible PTO
- ClassPass membership
- Monthly commuter benefit
- Team building events & happy hours
- Home office stipend
- Phone/internet reimbursement
- Paid parental leave
- Fertility stipend
- 401k plan