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 harassm