Job Description
Job Description:
- Tier-Two Escalation Point: Serve as the secondary escalation level for complex ticket issues, providing additional support when the initial Point of Contact requires further assistance.
- Expectation and Accountability Management: Define clear expectations, track results, and uphold accountability across the team to maintain high performance standards.
- Scope of Work Mastery: Maintain comprehensive knowledge of the full work scope, which includes understanding customer requirements and providing solutions in areas such as account maintenance, sponsorship provisioning, billing inquiries, subscriptions, chargeback management, and specific month-end responsibilities.
- Service Level Assurance: Ensure the delivery of prompt and efficient customer responses and resolutions in line with Agreed Service Levels.
- Metrics Development: Develop and monitor individual and team performance metrics to guide focus and set priorities.
- Process Management: Collaborate closely with Subject Matter Experts for support with escalations, process adjustments, and continual improvement.
- Interdepartmental Relations: Maintain professional and effective relationships with Revenue Operations, Sales, and other internal departments to positively impact the customer experience.
- Quality Control Oversight: Oversee the review of quality control findings and address accuracy concerns as identified.
- Plan for Improvements: Identify and forge ahead with remediation, mitigation, and preventative action plans to rectify control deficiencies and accuracy issues.
- Efficient Ticket Distribution: Develop and operationalize a strategic methodology for distributing tickets among analysts to ensure an equitable and efficient workload.
- Playbook Maintenance: Guarantee the Playbook is updated accurately and in a timely manner, including implementing changes and revisions as necessary.
- Process Optimization: Implement scalable processes and strive to reduce manual tasks by maximizing current technologies (e.g., Zuora, Salesforce) or introducing new technological or workflow solutions.
- Training Program Development: Design and oversee a comprehensive training and professional development program for both new hires and existing analysts.
- Performance Management: Deliver timely performance feedback to team members, maintain a Coaching and Development Plan, and execute Performance Improvement Plans (PIPs) when required.
- Resource Management: Allocates available FTEs based on their skills and capacity and continuously reviews FTE utilization
- Resource Contingency: Act as an alternate resource to assist with daily tasks, stepping in to ensure continuity of service when necessary.
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.
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.
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 peopleandplaces@zendesk.com with your specific accommodation request.