Support Operations Analyst

About Zipline Zipline is the world’s 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 world’s 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 world’s 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 we’ve 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 people’s 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. About the Role Zipline is seeking a Support Operations Specialist to help improve the quality, consistency, and scalability of our Customer Support organization. This role will focus on identifying operational gaps, improving workflows, documenting processes, and helping drive continuous improvement across the team. This is a hands-on operational role. The ideal candidate will spend time reviewing support interactions, listening to calls, shadowing frontline workflows, and supporting customer interactions to better understand operational pain points and identify opportunities for improvement. This position is based in South San Francisco, CA and will report to the US Customer Support Lead, full time onsite. What You’ll Do Review customer support interactions and workflows to identify quality and process gaps Conduct quality audits and identify recurring operational issues Listen to calls, shadow frontline teams, and engage directly with support operations Document and maintain SOPs, workflows, and operational guidance Partner with frontline teams and leadership to improve consistency and customer experience Support continuous improvement initiatives and operational reporting Help identify scalable process improvements across the support organization What You’ll Bring: 2+ years of experience in customer support, operations, QA, or process improvement Strong communication, organization, and documentation skills Ability to identify operational inefficiencies and recommend practical solutions Comfortable working cross-functionally in a fast-paced environment Analytical mindset with experience using reporting or support tools Preferred Qualifications: Experience in high-growth technology, logistics, aviation, or operational environments Experience with SOP development, QA programs, or support operations Familiarity with building reports throughout different software platforms such as Mode, Thoughtspot, Google Sheets or similar support platforms. WHAT ELSE YOU NEED TO KNOW The starting cash range for this role is $65,000 - $80,000. Please note that this is a target starting cash range for a candidate who meets the minimum qualifications for this role. The final cash payment for this role will depend on various factors, including a specific candidate's experience, qualifications, skills, working location, and projected impact. The total compensation package for this role may i