Job Description

Manager, Customer Advocacy

We are looking for a Manager to join our globally diverse and talented team. You will specialize in customer engagement and be responsible for leading, inspiring, and supervising a team of Technical Support Engineers while ensuring the highest levels of customer satisfaction. Responsibilities include, but are not limited to, allocating and directing workloads to meet productivity and service level goals while ensuring excellent customer service, coaching and developing people, and serving as the conduit and escalation point for exception problem management of customer troubles and issues.

Responsibilities:

• Coach team members to deliver on KPI/Metric targets while consistently developing new initiatives or iterate on existing processes to drive success. Coaching is 80% of the role

• Actively monitor channels (calls, emails, chats, tickets, etc.) to ensure quality while coaching on improvement areas

• Oversee the day to day operations of Customer Support and assigning of tasks to staff, including optimal coverage and efficiency

• Demonstrate a commitment to organizational success by effectively managing change and initiating improvements in the process and culture of the team

• Expedite advanced customer issues, reduce first reply time and full resolution time, actively monitor and address all escalations as needed

• Partner with appropriate teams as needed to ensure full understanding of an issue’s current status and resolution and representing the voice of our customers

• Continually assist in the development of team members across all areas of specialization while fostering a high level of engagement.

• Help to attract and retain top talent to the team

• Interview and hire new Support Engineers; oversee their development through evaluation and coaching to ensure continued growth and deeper skill sets

• Lead team meetings to ensure team understanding of company initiatives as well as the team’s performance against KPI’s

• Conduct QA evaluations and provide coaching feedback to team members. Remain calibrated with QA team and other leaders

• Perform queue management duties as needed

Requirements:

• Bachelor’s Degree or equivalent

• 6 years leadership experience or equivalent

• Strong proven customer service experience (ideally 3-5+ years)

• Strong attention to detail and ability to motivate others

• Excellent verbal and written communication skills

• Demonstrated ability to achieve results through others

• Ability to work in a fast paced environment handling multiple demands

• Excellent problem-solving skills

• Strong analytical skills and ability to read and interpret data

• Familiarity with Zendesk Support software

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.