Support Operations Analyst

Job Overview Zipline is seeking a Support Operations Specialist to help improve the quality, consistency, and scalability of our Customer Support organization. This role will focus on identifying operational gaps, improving workflows, documenting processes, and helping drive continuous improvement across the team. This is a hands-on operational role. The ideal candidate will spend time reviewing support interactions, listening to calls, shadowing frontline workflows, and supporting customer interactions to better understand operational pain points and identify opportunities for improvement. Location & Reporting This position is based in South San Francisco, CA and will report to the US Customer Support Lead, full time onsite. 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 Help identify scalable process improvements across the support organization Qualifications 2+ years of experience in customer support, operations, QA, or process improvement Analytical mindset with experience using reporting or support tools Comfortable working cross-functionally in a fast-paced environment Ability to identify operational inefficiencies and recommend practical solutions Strong communication, organization, and documentation skills Experience in high-growth technology, logistics, aviation, or operational environments Experience with SOP development, QA programs, or support operations Familiarity with building reports throughout different software platforms such as Mode, Thoughtspot, Google Sheets or similar support platforms #J-18808-Ljbffr Zipline