Hi. We’re Zipline! We’re helping put technology into the hands of those that need it most - - retail workers. If you have worked in a store, you know the drill. You’re helping customers, ringing up orders, and trying to do the 30 tasks that HQ wants you to do. Some pertain to you. Some don’t. But that’s for you to figure out… all while putting out fires and keeping shelves tidy.

That’s where we come in! We turn the grind of retail communications into an engaging, effective, aha solution. The Zipline platform ensures that the right people get the right information in the right way. Everyone is on the same page, tasks are tracked and life feels less like a perpetual game of hair-on-fire.

With Zipline, employees feel more connected, understand the role they play in the brand’s mission and can feel good about the work they’re doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers who are often minority, women, and working part-time while studying or taking care of the family.

We love helping retailer workers love their jobs because we know how much better life is when you love your work. This year, Retail Zipline became a Great Place to Work-Certified. 97 percent of our employees say Zipline is a great place to work, compared to 59% of employees at a typical U.S.-based company. What’s even more impressive is that 100% of employees say, “I can be myself around here”, “I am treated as a full member here regardless of my position” and “People here are willing to give extra to get the job done.” 100 percent! You can’t beat the Zipline culture.

How do we work? Remotely. We have been 100% remote since the company was founded and we have it down to a science - - a people science. We huddle as a team weekly and as a company 3 times a week. On Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all masters of Zoom and love the freedom of working from home - - or vans - - or sailboats.

Sound too good to be true? We haven’t even gotten to our customers! Think about the best retail brands, from your favorite tennis shoes to yoga pants. They’re customers. And, in addition to dozens of specialty retailers, this year we added grocery store, pharmacy, and convenience store brands. In fact, we more than doubled our customers in 2020.

And, the word is getting out. We are featured regularly in the press, mostly because of the results we get from our customers. Here’s a look at just some of the articles published recently. We also picked up some awards in 2020. CBInsights ranked us one of the 100 most promising B2B retail tech companies in the world. And, our CEO was a TechTrailblazer finalist. (Check out her articles on Forbes to see her passion for retail and solving its biggest challenges.)

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve the way that this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo. Help us retool retail.

At Zipline, our Customer Support Engineers serve on the front lines by answering questions and troubleshooting technical problems through phone, email, and chat (Intercom) We’re hiring a Customer Support Engineer who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems and offering solutions, then you are what we’re looking for!

Responsibilities

  • Provide Level 2 customer support in the PST time zone for any escalated customer issues.
  • Provide primary front-line support as a backup for Level 1 customer support reps as needed.
  • Achieve productivity standards and goals while maintaining the highest level of customer service; handle customer requests and questions with a thoughtful, friendly, and empathetic tone.
  • Work with Level 1 customer support reps on unresolved customer issues taking lead on debugging and troubleshooting technical issues.
  • Onboarding new customers and ensure their successful launch.
  • Work closely with our customers to identify and escalate issues across multiple business units within Retail Zipline (e.g. Account Management, Customer Success, Engineering, Product Management, etc.)
  • Proactively take on challenges, research information, troubleshoot problems and creatively deliver results.
  • Help create and maintain internal and customer-facing documentation.
  • Provide support on additional special projects as needed.
  • Develop troubleshooting tips and tools to use in the diagnosis

Competencies

  • 3-5 years of proven experience in a heavy customer-facing position involving technical knowledge of a companies' SAAS products and services
  • Experience working in and assisting others through company help desk software, and other remote access desktop programs
  • Strong troubleshooting/debugging skills and a real passion for problem-solving
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
  • Good communicator with a clear, thoughtful, and friendly writing style.
  • Proficient with productivity applications such as Intercom, Slack, Basecamp, Zoom, Loom
  • Extensive experience working with different operating systems including Windows and Mac OS
  • Good understanding of Ruby, web Services, API, and IP based protocols
  • Experience working with large scale rails applications
  • Understanding of PostgreSQL/MySQL, or other database systems is a plus

More about you:

  • Passionate about creating an amazing customer experience.
  • Retail experience is an asset, but not required
  • Outstanding listening and writing skills, and a keen ability to translate complex concepts into simple, persuasive language.
  • Team player with excellent collaboration skills to build relationships across the company with both ours as well as our customers.
  • Self-motivated, dependable, and dedicated.
  • Previous experience working remotely is a plus.

What's In It for You:

  • Remote office: Join an effective remote team and work where you’re comfortable
  • Stock: Ownership in a fast-growing company.
  • Time Off: Flexible vacation policy to encourage people to get our and see the world
  • Benefits: 401k, and world-class medical, dental, and vision policies
  • Team Fun: Twice annual company off-sites in fun locations. We’ve done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City, Santa Cruz
  • Learning: Sponsorship of meetup and conference attendance
  • Great team: Working with fun, hard-working, nice people who are committed to making a difference!
  • And Much More...

We value the diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.