Europe, Middle East and AfricaJob DescriptionEurope, Middle East and Africa

Europe, Middle East and AfricaSenior Manager, Premier SupportEurope, Middle East and Africa

Europe, Middle East and AfricaWho we're looking forEurope, Middle East and Africa

Europe, Middle East and AfricaWe 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!Europe, Middle East and Africa

Europe, Middle East and AfricaWhat you'll be doingEurope, Middle East and Africa

• Europe, Middle East and AfricaYou are empathetic, adaptable, and inventive. You can see the support experience through our customer’s eyes and take ownership of driving a quality experience.Europe, Middle East and Africa
• Europe, Middle East and AfricaYou 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.Europe, Middle East and Africa
• Europe, Middle East and AfricaYou’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.Europe, Middle East and Africa
• Europe, Middle East and AfricaYou’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.Europe, Middle East and Africa
• Europe, Middle East and AfricaYou 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.Europe, Middle East and Africa
• Europe, Middle East and AfricaYou are data driven and able to manage your team with data and insightsEurope, Middle East and Africa
• Europe, Middle East and AfricaYou are able to demonstrate excellent leadership skills and able to coach and develop all members to their full potential using KPIsEurope, Middle East and Africa
• Europe, Middle East and AfricaYou are able to identify areas for improvement across the direct and global teams and plans for training/normalizing skills across the appropriate groupsEurope, Middle East and Africa
• Europe, Middle East and AfricaPartnership with the global leadership team and all levels of management to ensure consistent customer experiences, owning issue-resolution where necessary.Europe, Middle East and Africa
• Europe, Middle East and AfricaFlexibility of scheduling is preferred.Europe, Middle East and Africa
• Europe, Middle East and AfricaA strong bias towards action and have an incredible sense of humor!Europe, Middle East and Africa
  
  

Europe, Middle East and AfricaWhat you bring to the roleEurope, Middle East and Africa

Europe, Middle East and AfricaQualificationsEurope, Middle East and Africa

• Europe, Middle East and Africa3 + years of experience in People Management of teams of 10 or more
• Europe, Middle East and Africa8 + years supporting customers on enterprise software productsEurope, Middle East and Africa
• Europe, Middle East and AfricaEnterprise Architecture / Technical Architecture experienceEurope, Middle East and Africa
• Europe, Middle East and AfricaExperience in presentations to senior leaders within the organisation
• Europe, Middle East and AfricaExperience crafting, implementing, supporting, and solving issues in complex multi-vendor / multi-platform solutionsEurope, Middle East and Africa
• Europe, Middle East and AfricaExpertise handling escalated issues and providing an assessment on our own performance when needed to drive quality and process improvementsEurope, Middle East and Africa
• Europe, Middle East and AfricaUnderstanding and experience with networking & external system integrationEurope, Middle East and Africa
• Europe, Middle East and AfricaKnowledge of HTML, XML, JavaScript or CSS Experience with RESTful APIEurope, Middle East and Africa
• Europe, Middle East and AfricaKnowledge of various mobile platforms: (iOS, Android)Europe, Middle East and Africa
• Europe, Middle East and AfricaA demonstrable understanding of how SaaS integrations workEurope, Middle East and Africa
• Europe, Middle East and AfricaExperience resolving tickets in a SaaS environment with an assertive deploy scheduleEurope, Middle East and Africa
• Europe, Middle East and AfricaExperience with customer support from an operations perspectiveEurope, Middle East and Africa
• Europe, Middle East and AfricaExperience and understanding of customers use a multi-tenant SaaS / cloud provided softwareEurope, Middle East and Africa
• Europe, Middle East and AfricaExperience managing and developing teams is a mustEurope, Middle East and Africa
• Europe, Middle East and AfricaAbility to lead and navigate through changeEurope, Middle East and Africa
• Europe, Middle East and AfricaBachelor's degree, or equivalent experience
  
  

Europe, Middle East and AfricaZendesk 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.Europe, Middle East and Africa

Europe, Middle East and AfricaZendesk 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.Europe, Middle East and Africa

Europe, Middle East and AfricaHybrid: 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.Europe, Middle East and Africa

Europe, Middle East and AfricaThe Intelligent Heart Of Customer ExperienceEurope, Middle East and Africa

Europe, Middle East and AfricaZendesk 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.Europe, Middle East and Africa

Europe, Middle East and AfricaZendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster Europe, Middle East and Africaglobal diversity, equity, & inclusionEurope, Middle East and Africa 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 Europe, Middle East and Africaclick hereEurope, Middle East and AfricaEurope, Middle East and Africa.Europe, Middle East and Africa

Europe, Middle East and AfricaZendesk 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.Europe, Middle East and AfricaEurope, Middle East and Africa