Customer Support Specialist

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 Zipline

Customer Support Specialists are the end-to-end point of contact for Zipline customers and partners needing assistance throughout their experience with our delivery platform and operations. This includes support related to deliveries, account and operational questions, product guidance, issue resolution, and coordination across internal teams to ensure a seamless experience.

This role is responsible for delivering a consistent, high-quality customer experience across every interaction while serving as a trusted guide and advocate for our customers and partners. Customer interaction takes place through an omni-channel support environment including phone calls, email, chat, and SMS/text communication.

This role is not available remotely and will be based in our Richardson, Texas office.

About the Role

We are looking for an empathetic and proactive Customer Support Agent to join our growing operation! In this role you will be an important part of making sure that our customers are heard and any issues are escalated and addressed. As a key member of our support team, you will handle a range of support requests via phone calls, emails, and chat while maintaining a high level of customer satisfaction.

You will be responsible for building rapport and mending relationships with our customers and partners.

This position is based in Richardson, Texas  and will report to the US Customer Support Lead, full time onsite.

What You'll Do

* Serve as the primary, end-to-end point of contact for customers and partners requiring support throughout their Zipline experience.

* Deliver exceptional customer experiences across phone, email, and chat channels with professionalism, empathy, urgency, and attention to detail.

* Utilize strong listening, comprehension, and critical thinking skills to assess situations, identify root causes, and determine the best path toward resolution.

* Document customer concerns, operational impacts, and resolutions thoroughly and accurately within internal systems and support tools.

* Investigate and resolve a wide range of customer, delivery, account, operational, and system-related issues while maintaining a customer-first mindset.

* Coordinate across operations, engineering, product, and other internal teams to drive timely resolutions and ensure clear communication throughout the customer journey.

* Guide customers and partners through next steps, setting clear expectations and building confidence through proactive communication and ownership.

* Identify opportunities to improve processes, workflows, documentation, and the overall customer experience.

* Maintain a strong understanding of Zipline's products, operational workflows, systems, and customer experience standards.

* Contribute to a collaborative, team-oriented environment focused on consistency, accountability, adaptability, and continuous improvement.

What you'll bring

* 2+  years of experience preferred in customer support, operations, hospitality, logistics, technology, or another fast-paced customer-facing environment.

* Passion for delivering exceptional customer experiences and supporting innovative technology and operations at scale.

* Strong empathy, patience, sincerity, and communication skills with the ability to build trust and confidence with customers and partners.

* Strong listening, follow-up, and problem-solving capabilities.

* Ability to navigate ambiguity, remain composed…