Customer Support Lead

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 the Role

We are looking for an empathetic and proactive Customer Support Agent to join our growing operation! In this role you will be an important part of making sure that our customers are heard and any issues are escalated and addressed. As a key member of our support team, you will handle a range of support requests via phone calls, emails, and chat while maintaining a high level of customer satisfaction. You will be responsible for building rapport and mending relationships with our customers and partners.

This position is full-time onsite at our Richardson, TX office. Relocation assistance is available through Zipline.

What You’ll Do 

• Team Leadership & Escalation Management
  
  • Act as the go-to escalation point for technical and process-related issues.
  • Lead the team in daily support operations —ensuring service levels, responsiveness, and quality are maintained.
  • Coach and support agents in troubleshooting, communication, and documentation best practices.
• Operational Excellence
  
  • Drive key support initiatives such as new tooling implementation, SOP development, documentation improvements, and feedback loops with product/engineering.
  • Monitor queue health and agent performance, and proactively address blockers to productivity.
  • Analyze support trends to recommend process improvements and automation opportunities.

• Project & Process Ownership
  
  • Own and execute priority projects that help scale the support org (e.g., onboarding frameworks, KPI dashboards, self-service strategy, etc.).
  • Partner with Product, Engineering, and Service Ops to ensure readiness for new feature launches and platform changes.

• Customer Advocacy
  
  • Act as a voice of the customer—bringing insights from frontline experience to influence product roadmaps and system improvements.
  • Help refine escalation paths, communication strategies, and documentation to better support customer success at scale.

What you’ll bring

• 4+  years of experience in customer or technical support, including experience in a lead or senior agent role.
• Proven ability to coach and lead a team, manage escalations, and drive accountability.
• Strong technical troubleshooting skills across software, hardware, or system integrations.
• Experience managing or executing support-related projects that improved scale, quality, or efficiency.
• Excellent written and verbal communication skills, with a knack for simplifying complexity.
• Comfort navigating ambiguity and context switching—this role will flex between frontline triage, team support, and project execution.
• High standards for documentation, communication, and follow-through.
• Experience with support tools (Zendesk, Intercom, JIRA, Notion, CRM/ticketing platforms).
• Bonus: Experience supporting robotics, aviation systems, or real-time operational tech.

Why Join Us

You’ll be a key player in building something special, working at the intersection of cutting-edge technology and real-world impact. This is a rare opportunity to help shape the foundation of a support team that operates in fast-moving, safety-critical environments, while also growing your leadership and operational skill set.

What Else You Need to Know

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!

Day in the Life of a Customer Support Agent at Zipline

As a Customer Support Agent at Zipline, each day begins with a quick check-in to review the latest updates, open tickets, and any outstanding issues from the previous shift. Starting promptly, you'll jump into a queue of customer inquiries spanning phone, email, and chat, each bringing a unique challenge. Some customers seek basic guidance, while others need more complex support to troubleshoot hardware or delivery concerns. With every interaction, you'll draw on your growing expertise of Zipline’s products and systems, striving to provide accurate, timely, and empathetic solutions. When issues exceed your troubleshooting scope, you escalate them to internal teams, coordinating to provide customers with updates and final resolutions. Between cases, you collaborate with fellow support agents and your team lead to discuss recurring challenges and brainstorm ways to improve the support experience. As the day winds down, you make a final review of your resolved cases and open tickets, ensuring each customer issue is appropriately documented and all inquiries are addressed.

A Week in the Life of a Customer Support Agent at Zipline

Over the course of a week, your schedule as a Customer Support Agent at Zipline is dynamic and may involve flexible shifts, including occasional late shifts, weekends, and holidays. Your responsibilities involve assisting a diverse range of customers, from our partners at  healthcare providers, retail, restaurants, and those receiving deliveries. As the week progresses, you’ll encounter and solve a variety of inquiries, leveraging Zipline's knowledge base to provide reliable support. With every interaction, you’re building rapport and trust, ensuring customers feel valued and heard. Regular team meetings with the US Customer Support Lead and other agents provide an opportunity to address complex cases, share best practices, and update processes as needed. These meetings are also where the team identifies potential improvements in Zipline’s systems and the customer experience. By the end of the week, you’ll have handled multiple cases, from simple questions to intricate issues. Through all these interactions, you’re contributing to Zipline’s broader mission of transforming access to goods, and improving lives, by providing best in class customer support.