Customer Advocate

Job Description

Job Description

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

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.

What You'll Do

• 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

• 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.

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!

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Zipline 's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.