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Zipline is the world's largest autonomous drone delivery service, operating on four continents and completing millions of deliveries of blood, vaccines, medical supplies, food, and retail products. The company has flown over 140 million commercial autonomous miles and makes a delivery somewhere in the world every 30 seconds.
The Support Operations Specialist serves as the critical operating layer between customer/partner communications and core delivery systems. This role operates in a fast-paced environment where software, hardware, and operational systems intersect, requiring the ability to navigate ambiguity, isolate root causes, and keep delivery operations running smoothly.
Key Responsibilities:
- Provide end-to-end customer and partner communication from intake through closure across internal handoffs
- Investigate and resolve complex order, mission, site, fleet, and financial issues using an 8-step investigative methodology (Expected Outcome → Observed Outcome → Break Point → Evidence → Failure Domain → Immediate Recovery → Ownership → Prevention)
- Build complete evidence packages for technical teams, including site, order, asset, and expected vs. actual behavior data
- Follow approved protocols for high-stakes events, protecting human safety, dignity, and privacy
- Distinguish operational vs. payout readiness during partner and finance onboarding; clear documentation blockers
- Maintain SOPs, analyze contact volume signals, and optimize workflows through automation, documentation, and elimination of redundant processes
- Navigate multiple complex systems simultaneously: Intercom (intake), Slack (internal comms), Jira (trackers), internal operational dashboards, telemetry tools, CRM systems, and logs
Performance is measured on first response time, update frequency, correct first-line actions, minimal avoidable transfers, case classification accuracy, evidence quality on escalations, measurable reduction in repeat friction, and strict adherence to safety, incident, privacy, and escalation protocols.
Requirements:
- Fluency in seamlessly navigating and operating across multiple complex systems simultaneously
- Demonstrated ability to follow a structured investigative methodology
- Strong attention to detail and evidence-based reasoning
- Ability to work in a fast-paced, ambiguous environment
- Commitment to safety, compliance, and privacy protocols
- Experience with customer support, operations, or similar roles involving multi-system coordination and root-cause analysis is expected
