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Customer Operations Associate



Customer Service, Operations
Salt Lake City, UT, USA
Posted on Wednesday, March 15, 2023

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 world’s 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 Rwanda’s national blood delivery network and Ghana’s 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 You and The Role

The Zipline Customer Operations team is looking for an extraordinary Customer Operations Associate to build upon our strong relationships with customers in the Greater Salt Lake City community. Customer Operations Associates are foundational to Zipline’s success because they own the end-to-end customer experience – from the moment someone signs up to when they receive their aerial autonomous delivery, and beyond. By being intimately involved in the end customer’s experience, Operators can most readily identify opportunities to improve our service and operations. We are customer-obsessed at Zipline and the ideal candidate for this role is a relentless and agile customer advocate, always aiming to exceed customer expectations while promoting operational efficiency.

What You'll Do

  • Partner closely with Go-To-Market, Flight Operations, and Maintenance teams to deliver a best-in-class experience for Zipline home delivery customers
  • Work with Zipline Flight and Customer teams to support seamless operations integration
  • Support fulfillment operations through warehousing responsibilities such as inventory management, product selection, and packaging
  • Oversee tracking and analysis of key metrics, such as on-time rate, service utilization, and overall solid customer experience, to promote continuous improvement of customer services and delivery operations.
  • Work with Zipline’s Quality team to perform daily quality control, oversee safety and regulations at the Zipline distribution center
  • Coordinate the end customer experience from the initial outreach contact, to onboarding, to first delivery, to ongoing engagement
  • Collect feedback from customers and report to internal stakeholders for the purpose of improving Zipline’s home delivery service
  • Quickly and practically solve any and all customer complaints with the goal of maintaining an engaged community that is excited about Zipline’s home delivery service
  • Identify opportunities to proactively engage with the broader community and execute on those opportunities
  • Take on an array of special projects that support our goal of providing an unforgettable home delivery experience for customers
  • Schedule: Initially, the role will have a fixed schedule 9 am-5pm Monday through Friday, however as our operations expand, the schedule will shift to include some evenings and weekends.

What You'll Bring

  • 2 years of experience engaging in customer service/fulfillment operations or similar roles working as a liaison between operations and customers
  • A customer-obsessed attitude and a scrappy entrepreneurial spirit
  • Willingness to operate in a fast-changing environment and make adjustments when needed, a driven and nimble team player
  • Ability to practice empathy and ensure every customer understands they are Zipline’s most important customer
  • Interpersonal skills that allow for successful interactions with customers of all types
  • An analytical problem solver who picks up slack wherever it is found and enjoys leveraging insights to promote improvement
  • Professional communication skills
  • Ability to work some nights and weekends as operational schedules evolve to meet customer demand
  • Ability to sit and/or stand for extended periods of time
  • A valid driver’s license and an ability to occasionally drive company vehicles as needed (about 5% of the time)

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, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.
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!