Manager, Zendesk Customer Experience

About the Role

We are seeking an experienced Manager to lead our Zendesk Customer Experience operations, ensuring world-class support delivery for our global user base. This is an exciting opportunity to shape the strategy and execution of our customer service platform.

Responsibilities

• Oversee the strategy, configuration, maintenance, and optimization of the Zendesk platform and related support tools.
• Manage and mentor a team of Customer Experience specialists, fostering a high-performance and empathetic support culture.
• Develop and implement key performance indicators (KPIs) and service level agreements (SLAs) for customer support operations.
• Drive continuous improvement initiatives based on data analysis from support tickets, CSAT scores, and agent feedback.
• Act as the primary subject matter expert for all Zendesk functionalities, including triggers, automations, reporting, and integrations.

Requirements

• Proven experience managing or administering large-scale Zendesk environments (Support, Guide, Chat).
• 3+ years of experience in a leadership or management role within a Customer Support or Customer Success organization.
• Deep understanding of contact center metrics, reporting, and quality assurance processes.
• Excellent communication, organizational, and analytical skills.
• Ability to work effectively in a remote, fast-paced, and distributed team environment.

Nice-to-Haves

• Experience supporting a SaaS product or technology company.
• Familiarity with adjacent tools like Salesforce, Jira, or other CRM/ticketing systems.
• Experience managing support operations across multiple regions (US/Canada).

Role Impact

This role is crucial for maintaining high customer satisfaction and ensuring our support infrastructure scales effectively with company growth, directly impacting customer retention and brand loyalty.