Senior Director, Customer Advocacy
Taguig, National Capital Region , Philippines
2d ago

Job Description

Zendesk are seeking an experienced customer support leader who has built and lead a world class customer support team that focuses on people.

Be part of a distributed team that is leading a strategy to become the best example of what customer support experiences should look like.

Bringing your understanding of Software as a Service platform, having previously worked with multi-tenant software, and a passion for building a leadership team that can execute on global strategy.

IN this role you will lead a growing, pivotal team of leaders and advocates who are inspired to help customers and partner with internal stakeholders.

If you want to be a critical contributor towards building the benchmark for customer experience organizations then we have the job for you!

The right candidate understands the importance of relationships in the customer support experience with both the customers and the support teams.

They have experience balancing agent happiness and customer experience. We are not a call center - we are Zendesk.

  • You are a people-first leader. We believe that the key to a phenomenal support experience starts with people. Happy employees build happy customers.
  • You have experienced support in a multi-channel environment with different customer segments that each have their own needs.
  • You have experience building and leading customer support on a global scale.
  • You have built and implemented technical support processes that can flex locally but align globally to bring to bear the differences in employee cultures and regional customer expectations.
  • Metrics driven to quantify the customer experience in ways that speak to relationships, customer experience, and agent satisfaction.
  • It’s not just about number of ticket solves per day .

  • You have partnered with development, sales, success, and marketing teams to improve the products as well as to help facilitate deal closure.
  • Partnership with a global leadership in the development of consistent, global processes.
  • You have an awesome sense of humor.
  • Experience / Skills Desired :

  • 8+ years proven experience leading enterprise software customer support teams and operations
  • Recruited, developed and mentored new leaders
  • A leader of leaders with direct management of Senior Managers and Directors
  • Adept to influence peers and internal partners in the creation of new services, capabilities, and roles in a support organization
  • You understand how to help build a strategy and demonstrate progress against a timeline toward fulfilling that strategy
  • Vast experience with customer support from an operations perspective
  • Experience and understanding of how customers use a multi-tenant SaaS / cloud provided software
  • Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers.

    Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

    More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

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