Job Description

Community Engagement Specialist

Zendesk's Digital Customer Experience team is seeking a Community Engagement Specialist to drive relevant, authentic community engagement, with a focus on adoption, optimization, risk mitigation, and value realization in the Zendesk suite of tools.

Zendesk’s Digital CX team is on a mission to enable our customers to realize value through relevant, high-quality digital experiences, built from the deep well of knowledge from Zendesk’s community. Community Engagement Specialists support this effort by interacting with customers through virtual and online forums, including online discussions, live and recorded 1:Many webinar events, user-to-user programs, and incentivized engagement programs.

With experience, Community Engagement Specialists take on additional responsibilities managing specific programs within the team, such as a specific event series or certain user-to-user programs. This unique role will report to the Director of Digital Customer Experience and offers the opportunity to be a part of the team that sets the standard for best in class digital CX.

What you'll do

• Research

  • Develop a deep understanding of Zendesk customer profiles and common paths to good/better/best product adoption, risk mitigation, and value realization

  • Use many different data sources and collaboration with other Zendesk teams to identify the specific assets & experiences our customers need to be successful without 1:1 human support

• Develop & engage

  • Interact with customers via forums, events, and other channels

    • This includes both strategic facilitation of discussion and direct, transactional support like answer product questions

  • Rotate between leading, facilitating, and producing 1:many events

  • Draft marketing copy, social media posts, and promotional assets for the online community, events, and programs

  • Follow the Zendesk style guide to ensure consistency across all assets

  • Collaborate with others on the Digital CX team to ensure resources are available and findable on-demand

• Maintain

  • Continuously improve content and engagement by responding to internal and external feedback

  • Collaborate with other teams across CX and marketing to coordinate campaigns and connect to broader marketing initiatives

  • Assist our User Group leaders with administrative tasks and helping to source speakers, find slides to use for presentations, etc.

  • Populate our brand advocacy system with challenges for members

  • Assist with moderation and maintenance of our online community

  • Perform administrative tasks to support ongoing community engagement efforts

• Optimize

  • Leverage analytic tools to evaluate the impact of community engagement and assets, including tracking usage, efficacy, customer reaction/sentiment, and opportunities for improvement
    

What you bring to the role

You are a great match for the team if:

• You enjoy helping software users easily understand complex information through various forms of media

• You enjoy wearing many hats and having diverse responsibilities

• You can

• You are a passionate advocate for our customers and enjoy the unique challenge of digital innovation

• You can understand what our customers need, uncovering opportunities from real customer interactions and working within Zendesk to locate and reconstruct technical tribal knowledge

• You are able to translate all this knowledge into clear and easy-to-understand guidance

To be successful, you will need to work closely with other members of the Digital CX team as well as with product, adoption, and retention experts throughout Zendesk. This means you will need to develop and nurture critical partnerships across other teams to ensure that we offer a complete self service solution for areas that challenge our customers. Collaboration is the key to success in this role!

The ideal candidate will meet the following qualifications:

• 2+ years experience in a 1:Many or Many:Many customer-facing role, ideally in a SaaS environment

• Experience with Zendesk’s offerings either as an Administrator or Agent

• Fluency in written and spoken English

• Excellent written communication skills and proven ability to make complex topics easy and engaging

• Experience producing digital assets like knowledge articles, instructional videos, learning paths and tutorials

• Detail oriented, customer-first, and curious about customer experiences and needs

• Proven ability to thrive in a team-oriented and collaborative work environment

• Self-directed and proactive, with the proven ability to manage multiple tasks, prioritize effectively, and consistently meet deadlines with minimal oversight

• Thrive in a global environment where continuous learning and improvement is standard

• Enjoy receiving feedback from customers and putting their requests into action

• Ability to handle multiple projects and quickly adapt to shifting priorities, demands, and timelines

• Passionate about innovating on the digital Customer Experience

• A high level of familiarity with Zendesk products

Additionally, preference will be given to candidates who possess experience with any of the following:

• 1 or more years experience as a technical writer, KCS® publisher, community manager/moderator, portfolio Success Manager, or virtual educator/trainer

• KCS Practices v6® certification

• Experience with web development languages, including basic HTML and CSS

• Experience writing content that is easily localized for a global customer base

• SEO best practices and implementation

• Business proficiency in Spanish, French, German, Portuguese, Italian, Simplified Chinese, Japanese, or Korean

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.