Manager, Advocacy

**Who we're looking for**:**We are looking for an Advocate Manager to join our globally diverse and talented team. The manager will primarily be responsible for the growth and success of the Advocacy team by driving collaboration, culture, relationships, and professional development. You will help define regional methods of success towards global KPIs and communicate to staff and leadership on ongoing progress. In a fast-paced environment, you will be effective at managing change and initiating improvements while managing strategic and tactical responsibilities.****What you'll be doing**:- ** Manage and coach a team of Advocates, supporting them and helping to remove roadblocks as needed.**- ** Coach Advocates to deliver on KPI/Metric targets while consistently developing new initiatives or iterating on existing processes to drive success. Coaching is 60% of the role.**- ** Expedite advanced customer issues, reduce first reply time and full resolution time, actively monitor and address all escalations as needed.**- ** Analyze long term trends and work with Managers on hitting key performance metric targets to ensure customer satisfaction.**- ** Manage team allocations, people expectations, and career development opportunities.**- ** Collaborate with senior leadership teams to proactively drive service improvements and manage projects.**- ** Consistently drive teams towards higher performance and quality expectations and champion a philosophy of continuous improvement.**- ** Communicate and work with a global peer group to maintain consistency in delivering the best experience for the customer.**- ** Hire and develop new Advocates.**- ** Partner with other departments to be the voice of the customer and provide continued pathways of communication for better escalations.**- ** Lead weekly team meetings to ensure team understanding of company initiatives.**- ** Be part of the escalation process to handle customer issues with the highest sense of urgency.**- ** Conduct QA evaluations and provide coaching feedback to team members. Remain calibrated with the Quality team and other managers.**- ** Drive product change and improvement through continuous feedback and exposure to projects that help make Zendesk the leading support platform.**- ** Liaise with internal departments and help them be successful in their roles to resolving customer issues.****What you bring to the role**:- ** Bachelor’s Degree or equivalent**- ** 2+ years experience supervising in a customer support operation**- ** Proven experience in mentoring and developing people and leaders**- ** Demonstrated expertise using metrics to drive process and quality**- ** Strong ability to build and maintain relationships at all levels**- ** A proven ability to influence, gain support where necessary and engage others remotely**- ** Clear customer focus, solution driven, and adaptable to rapidly changing priorities**- ** High degree of self-motivation and ability to work on own initiative**- ** Excellent verbal and written communication skills****Where We Work**:**This role will be onsite at our Mexico City office****#LI-WO1****About Zendesk - Champions of Customer Service**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 have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.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.