Customer Operations Associate
Zipline
This job is no longer accepting applications
See open jobs at Zipline.See open jobs similar to "Customer Operations Associate" Lerer Hippeau.About Zipline
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
This job is no longer accepting applications
See open jobs at Zipline.See open jobs similar to "Customer Operations Associate" Lerer Hippeau.