Manager, Customer Advocacy
Zendesk
Taguig, National Capital Region (Manila), Philippines
3d ago

Job Description

We are looking for an Associate Manager to join our globally diverse and talented team. You will primarily be responsible for leading, inspiring, and supervising a team of Customer Advocates while ensuring the highest levels of customer satisfaction.

But it is also so much more than that!

An ever-evolving product landscape and growing customer base demands constant innovation and new ways of dreaming how we do Zendesk on Zendesk! This is a fast-paced role that requires your team to deliver best-in-class customer support, whilst ensuring continuous performance improvement and ongoing product training and specialisation.

Job Responsibilities

This role is primarily a people leader role and you will be responsible for leading a team of 8-12 customer advocates

You will need to be an inspiring coach to your advocates, taking them under your wing and helping them to unlock their full potential across a wide range of technical skills and product specializations

You will be involved in building teams; from hiring advocates, to coaching & development and performance management, up to letting go of people, if necessary

You are ultimately accountable for your teams performance, therefore you will be expected to measure, track, and speak to the progress and results in your team across a variety of individual and team-based KPI’s

You’ll conduct daily stand-ups, weekly team meetings, frequent advocate 1 : 1’s’, and participate in a number of other regional and global meetings as required

You will actively monitor the status of your team across multiple contact channels (calls, emails, chats, tickets, etc.) to ensure advocates are adhering to schedules and meeting agreed service levels

You will use a variety of Zendesk tools and other applications to monitor and evaluate the performance of your team, including QA evaluations, ticket reviews, and deep-diving into more advanced reporting, where necessary

You will partner with other Zendesk teams and functions to ensure full understanding of issue scope and status, recommend resolution paths, and actively manage customer escalations where necessary

You’ll collaborate frequently with your peers (locally and globally) to discuss effective queue management strategies, ensure seamless regional hand-offs, and play a key role in Advocacy’s Incident & Escalation response efforts

You don’t need to be a subject matter expert but you need to be someone who advocates can feel they can go to for anything.

Therefore a sound understanding of Zendesk Products & processes (as well as equal measures of compassion!) are expected

Be active in company-wide social impact initiatives and participate in other employee engagement activities that promote Zendesk values and improve our company culture

Who you are :

You are acutely self-aware with a strong sense of how to Lead Yourself

You Lead People with empathy and focus on relationships first

You Lead the Business with sound commercial acumen and an appreciation of what helps Zendesk continue to grow and scale

You are comfortable with positive conflict as a method for continuous improvement. You don’t have to be vocal all the time but you have to be able to master the art of giving and receiving feedback for the betterment of the team

This is a manager role for Customer Advocacy. You should have passion for helping customers and making the experience as effortless and frictionless as possible

You are a change champion. Things move really fast at Zendesk! You will need to demonstrate agility to initiate improvements and effectively manage change that contributes to successful process improvement

You are comfortable with multiple and shifting priorities according to the needs of our customers and the business

Desired Qualifications

Bachelor’s Degree or equivalent

Up to 2 years leadership experience or equivalent relevant experience in Technical Product Support

Minimum of 5 years customer service experience

Excellent verbal and written communication skills in English, other languages desirable

Demonstrated ability and record of achieving results through managing others

Ability to work in a fast paced environment, either office-based or virtually

Excellent problem-solving skills

Strong analytical skills and ability to read and interpret data

Familiarity with Zendesk Support 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 150,000 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.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterdiversity & inclusionin the workplace.

Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.

Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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