Zip | $160,000-$220,000
Steph's Notes:
We are looking for a highly motivated and results-driven Global Head of Support
As opposed to a candidate whose personal idol is The Dude?
Reporting directly to the CCO, you’ll play a pivotal role in shaping the future of our support operations.
Does this mean they have a Chief Customer Officer? That would be cool, but it's rare in Tech. I wish hiring managers would remember that candidates don't have a magical understanding of their company's inner workings and spell this stuff out. If they *do* have a CCO and the Head of Support's job is to develop and execute a global strategy, I'm curious what the CCO is doing.
You will also build out our Product Support Engineering function, aiming to reduce the volume of issues requiring involvement from Engineering, Product, and Design teams (EPD).
I'm sorry, the fuck? You want this role to build out its own completely separate product development function to fix a product so seemingly broken that even the Engineering, Product, and Design teams don't want to deal with it anymore? ARE YOU KIDDING ME
(ALSO ALSO as the Head of Support? What in the crackerjack hell is the CCO doing?)
Lead, mentor, and manage the global support team in multiple regions.
This is a bonkers requirement for any organization (how is one person supposed to mentor entire teams of people in different regions globally?) but ALSO when, pray tell, will they have time to mentor anyone as they're creating an entirely new company within a company?
Work closely with the CCO and Engineering to align support objectives with the company’s broader goals. Collaborate with senior leadership to ensure that customer feedback and support insights inform product development and operational improvements.
Do you mean work closely with the teams you're supposed to be working to cut yourself off from? I am confusion.
Drive the scaling of the support organization from 5 to 50+ people, ensuring that the right processes, systems, and tools are in place for efficient and effective global support operations.
The BJB Board of Directors pointed out that this ought to be, at minimum, a VP role and I am increasingly in agreement.
Customer-Centric Culture: Foster a customer-first mentality throughout the organization, ensuring that every member of the support team is empowered to deliver excellent customer experiences.
How is this role supposed to do that when a major portion of the company doesn't want anything to do with customers or – apparently – the product they created?
Hands-on experience in building out and optimizing product support functions, with a focus on reducing engineering, product, and design intervention.
Let me rewrite that for you: "Experience winding down support operations for a company going out of business due to poor product-market fit."
In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment.
"...with absolutely no support from the rest of the company."
The salary range for this role is $160,000-$220,000.
I think it probably goes without saying, but this is a firm Seriously, Maybe Don't.
Original Job Description: Head of Global Support
The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses.
Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend.
We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us!
The Role
We are looking for a highly motivated and results-driven Global Head of Support to lead the expansion and optimization of our support function across all regions. You will be responsible for developing and executing a global strategy that drives customer satisfaction, improves operational efficiency, and scales the support team effectively. Reporting directly to the CCO, you’ll play a pivotal role in shaping the future of our support operations.
In this role, you will establish the necessary tooling, processes, and analytics frameworks to measure and improve support performance. You will also build out our Product Support Engineering function, aiming to reduce the volume of issues requiring involvement from Engineering, Product, and Design teams (EPD). The ideal candidate will have proven experience scaling a support organization, a data-driven mindset, and a deep understanding of the challenges and opportunities in an Enterprise SaaS environment.
You Will
- Lead, mentor, and manage the global support team in multiple regions. Ensure that global processes, tools, and systems are consistent and optimized.
- Work closely with the CCO and Engineering to align support objectives with the company’s broader goals. Collaborate with senior leadership to ensure that customer feedback and support insights inform product development and operational improvements.
- Drive the scaling of the support organization from 5 to 50+ people, ensuring that the right processes, systems, and tools are in place for efficient and effective global support operations.
- Establish and optimize tooling, processes, and workflows that enable the support team to deliver consistent, high-quality service to customers across multiple regions.
- Design and develop the Product Support Engineering function, aimed at reducing the dependency on Engineering, Product, and Design teams by improving issue resolution quality and processes.
- Build robust tracking and reporting systems to measure support performance, analyze trends, and implement actionable insights to continuously improve the support function.
- Continuously identify bottlenecks or inefficiencies in the support process and implement improvements. Drive key performance metrics such as response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
- Customer-Centric Culture: Foster a customer-first mentality throughout the organization, ensuring that every member of the support team is empowered to deliver excellent customer experiences.
- Ensure that the best practices in support operations are maintained and continuously improved across different regions, leveraging your experience in scaling small support teams in high-growth environments.
Qualifications
- 7+ years of experience in customer support, with a minimum of 5 years in leadership roles. Ideally, you have experience scaling a support organization (from 5 to 50+ people) in an Enterprise SaaS company.
- Demonstrated success in tracking, analyzing, and improving support performance. Expertise in designing and implementing performance dashboards and metrics that drive operational improvements.
- Hands-on experience in building out and optimizing product support functions, with a focus on reducing engineering, product, and design intervention.
- Proven ability to manage, coach, and scale support teams across different regions. Strong leadership skills, with the ability to inspire and align teams globally toward a common vision.
- Expertise in developing and scaling support processes, including the selection and implementation of support tools and platforms.
- Strong analytical skills with the ability to work with data to derive insights and drive continuous improvement. Experience with analytics platforms and performance reporting.
- In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment.
- Exceptional written and verbal communication skills, capable of presenting complex ideas to both technical and non-technical stakeholders.
- A passion for building and scaling support functions, with the excitement to apply your expertise in a rapidly growing company again.The salary range for this role is $160,000-$220,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.
Perks & Benefits
At Zip, we’re committed to providing our employees with everything they need to do their best work.
- 📈 Start-up equity
- 🦷 Full health, vision & dental coverage
- 🍽️ Catered lunches & dinners for SF employees
- 🚍 Commuter benefit
- 🚠 Team building events & happy hours
- 🌴 Flexible PTO
- 💻 Apple equipment plus home office budget
- 💸 401k plan
We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!
