Senior Manager, Premier Support

Job Description

Senior Manager, Premier Support

Who we're looking for

We are looking for a Senior Manager who is ready to set the standard for customer gold standard support. You will recruit, run, train and lead a team that are the support contact for Zendesk’s largest customers. You are able to understand the needs of the customer, anticipate their pain, advocate internally for solutions, and communicate effectively to deliver the best possible customer experience. You are the focal point of a global team to major customers… and a funnel for their input back to Zendesk. If you like setting a new standard, a challenge, and want to reinvent the standards of customer support… then we have a job for you!

What you'll be doing

• You are empathetic, adaptable, and inventive. You can see the support experience through our customer’s eyes and take ownership of driving a quality experience.

• You can lead while still being able to do the work. You are a player-coach and role model. You teach and mentor others in the organization through your behavior and example.

• You’re an expert in prioritization. You can organize a complex set of tasks of different levels of importance and move them each forward according to different timelines: customer concerns, product changes, service issues, and ticket resolution.

• You’re great at communicating clearly and concisely. From email to meetings, to presentations, you get your message across simply and with wit. From the end user’s agents through the end user’s Executive Staff, you’re able to build trusted relationships.

• You think big. You have an ability to see what Could Be and can share that vision with others, deliver on your commitments today while building “beautifully simple” robust future-minded solutions.

• You are data driven and able to manage your team with data and insights

• You are able to demonstrate excellent leadership skills and able to coach and develop all members to their full potential using KPIs

• You are able to identify areas for improvement across the direct and global teams and plans for training/normalizing skills across the appropriate groups

• Partnership with the global leadership team and all levels of management to ensure consistent customer experiences, owning issue-resolution where necessary.

• Flexibility of scheduling is preferred.

• A strong bias towards action and have an incredible sense of humor!

What you bring to the role

Qualifications

• 3 + years of experience in People Management of teams of 10 or more 

• 8 + years supporting customers on enterprise software products

• Enterprise Architecture / Technical Architecture experience

• Experience in presentations to senior leaders within the organisation 

• Experience crafting, implementing, supporting, and solving issues in complex multi-vendor / multi-platform solutions

• Expertise handling escalated issues and providing an assessment on our own performance when needed to drive quality and process improvements

• Understanding and experience with networking & external system integration

• Knowledge of HTML, XML, JavaScript or CSS Experience with RESTful API

• Knowledge of various mobile platforms: (iOS, Android)

• A demonstrable understanding of how SaaS integrations work

• Experience resolving tickets in a SaaS environment with an assertive deploy schedule

• Experience with customer support from an operations perspective

• Experience and understanding of customers use a multi-tenant SaaS / cloud provided software

• Experience managing and developing teams is a must

• Ability to lead and navigate through change

• Bachelor's degree, or equivalent 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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 with your specific accommodation request.