Customer Support Agent (Contract to Hire)

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 worlds 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 Rwandas national blood delivery network and Ghanas 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 based in Richardson Texas and will report to the US Customer Support Lead full time onsite.

What Youll Do

• Respond to inbound customer and partner inquiries through phone email and chat channels.
• Provide accurate valid and complete information by utilizing available resources and knowledge bases.
• Diagnose and troubleshoot issues across our hardware software and customer accounts identifying the root cause and determining the best solution.
• Escalate issues to the appropriate internal teams while ensuring clear communication and closing the loop with the customer.
• Demonstrate empathy while resolving customer complaints.
• Develop and maintain a thorough understanding of our products services systems and policies to provide reliable support and resolutions.
• Record and track customer interactions issues and resolutions within Zipline systems ensuring proper documentation.
• Collaborate with team members leads and other departments to continuously improve the customer experience and resolve any gaps in the support process.
  
  

What youll bring

• 2 years in customer support or similar role.
• Strong verbal and written communication skills
• Problem-solving and troubleshooting skills with a keen attention to detail.
• Ability to work independently as well as part of a collaborative team.
• Ability to work with flexible schedules that may include nights and weekends.
• Experience with customer support software (CRM Ticketing systems)
• Patience and an ability to adapt your communication style to best suit the needs of the customer.
• Ability to multitask prioritize and manage time effectively
• This role is full time onsite in Richardson TX. Relocation support through Zipline is available.

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!

Day in the Life of a Customer Support Agent at Zipline

As a Customer Support Agent at Zipline each day begins with a quick check-in to review the latest updates open tickets and any outstanding issues from the previous shift. Starting promptly youll jump into a queue of customer inquiries spanning phone email and chat each bringing a unique challenge. Some customers seek basic guidance while others need more complex support to troubleshoot hardware or delivery concerns. With every interaction youll draw on your growing expertise of Ziplines products and systems striving to provide accurate timely and empathetic solutions. When issues exceed your troubleshooting scope you escalate them to internal teams coordinating to provide customers with updates and final resolutions. Between cases you collaborate with fellow support agents and your team lead to discuss recurring challenges and brainstorm ways to improve the support experience. As the day winds down you make a final review of your resolved cases and open tickets ensuring each customer issue is appropriately documented and all inquiries are addressed.

A Week in the Life of a Customer Support Agent at Zipline

Over the course of a week your schedule as a Customer Support Agent at Zipline is dynamic and may involve flexible shifts including occasional late shifts weekends and holidays. Your responsibilities involve assisting a diverse range of customers from our partners at healthcare providers retail restaurants and those receiving deliveries. As the week progresses youll encounter and solve a variety of inquiries leveraging Ziplines knowledge base to provide reliable support. With every interaction youre building rapport and trust ensuring customers feel valued and heard. Regular team meetings with the US Customer Support Lead and other agents provide an opportunity to address complex cases share best practices and update processes as needed. These meetings are also where the team identifies potential improvements in Ziplines systems and the customer experience. By the end of the week youll have handled multiple cases from simple questions to intricate issues. Through all these interactions youre contributing to Ziplines broader mission of transforming access to goods and improving lives by providing best in class customer support.