Customer Support Specialist

Customer Support Agent

Customer Support Specialists are the end-to-end point of contact for Zipline customers and partners needing assistance throughout their experience with our delivery platform and operations. This includes support related to deliveries, account and operational questions, product guidance, issue resolution, and coordination across internal teams to ensure a seamless experience.

This role is responsible for delivering a consistent, high-quality customer experience across every interaction while serving as a trusted guide and advocate for our customers and partners. Customer interaction takes place through an omni-channel support environment including phone calls, email, chat, and SMS/text communication.

This role is not available remotely and will be based in our Richardson, Texas office.

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 based in Richardson, Texas and will report to the US Customer Support Lead, full time onsite.

What You'll Do

• Serve as the primary, end-to-end point of contact for customers and partners requiring support throughout their Zipline experience.
• Deliver exceptional customer experiences across phone, email, and chat channels with professionalism, empathy, urgency, and attention to detail.
• Utilize strong listening, comprehension, and critical thinking skills to assess situations, identify root causes, and determine the best path toward resolution.
• Document customer concerns, operational impacts, and resolutions thoroughly and accurately within internal systems and support tools.
• Investigate and resolve a wide range of customer, delivery, account, operational, and system-related issues while maintaining a customer-first mindset.
• Coordinate across operations, engineering, product, and other internal teams to drive timely resolutions and ensure clear communication throughout the customer journey.
• Guide customers and partners through next steps, setting clear expectations and building confidence through proactive communication and ownership.
• Identify opportunities to improve processes, workflows, documentation, and the overall customer experience.
• Maintain a strong understanding of Zipline's products, operational workflows, systems, and customer experience standards.
• Contribute to a collaborative, team-oriented environment focused on consistency, accountability, adaptability, and continuous improvement.

What you'll bring

• 2+ years of experience preferred in customer support, operations, hospitality, logistics, technology, or another fast-paced customer-facing environment.
• Passion for delivering exceptional customer experiences and supporting innovative technology and operations at scale.
• Strong empathy, patience, sincerity, and communication skills with the ability to build trust and confidence with customers and partners.
• Strong listening, follow-up, and problem-solving capabilities.
• Ability to navigate ambiguity, remain composed under pressure, and make sound decisions in fast-moving environments.
• Excellent organizational skills and the ability to manage multiple priorities, workstreams, and systems simultaneously while maintaining high-quality work.
• Curiosity and willingness to continuously learn new systems, technologies, and operational processes.
• Ability to work collaboratively in a team-based environment while contributing to shared goals and outcomes.
• Strong attention to detail and commitment to operational excellence.
• Experience using CRM platforms, ticketing systems, or customer support tools preferred.
• Spanish language proficiency is a plus.
• As part of a customer-facing support operation, candidates should be willing and able to work flexible schedules including evenings, weekends, holidays, and additional hours during periods of increased operational demand or business need.

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!

Compensation: $25-28 / hour + equity