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Deep product knowledge and strong customer/team communication skills. Own escalation KPIs, ticket prioritization, and end-to-end escalation management with Development. Improve customer outcomes by overseeing escalations, readiness, and responding to CSAT/QA trends.
In this role, you will take ownership of the systems that power Customer Success, Support, and Community workflows, with a strong focus on the Zendesk platform and the broader support technology ecosystem. In your first year, you will help define a clear roadmap for post-sales systems, improve platf