Customer Advocate

Zipline is the worlds 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 worlds 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 worlds 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 weve 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 peoples 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.

• 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.

• 12 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-throughyou 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.

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!

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.