Associate Customer Advocate - EMEA

Job Description

The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across phone, chat, email and social media, and is designed to grow and scale so it works for companies of any size - from startup to enterprise. When our customers have questions about any of our products, they turn to our internal team of Customer Advocates who are wizards at helping them figure out what they need to improve their support operations, fast! And we are always on the lookout for new talent!

So if you are:

• a technical support evangelist who is driven to troubleshoot and navigate through multiple product environments
• a decision-maker, who effortlessly guides customers through key moments of their journey (whichever contact channel they choose)
• a curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out
... then we think you’d be a great match! The best-in-class support you will provide through many different channels of communication, both internally and externally is the blueprint for how we do Zendesk, on Zendesk! You’ll quite literally be advocating for our products through the daily work you do, and be part of a unique culture that is contributing to a period of exciting and rapid company growth.

What you will do:

• Be the first responders for all queries from customers related to Zendesk’s multi-product platform
• Own the customer experience. You will take the lead to help customers figure out what they need, and guide them through to resolution with the least customer effort possible
• Collaborate with colleagues at all levels throughout the entire organisation to find the answers you need
• Educate and empower our customers to become better Zendesk users
• Be Zendesk's ambassador for all internal departments and help them be successful in their roles
• Drive product change and improvement through continuous feedback and exposure to projects that help make Zendesk the leading support platform

Who you are:

• A people person who is comfortable building relationships with a diverse and global customer base, across a variety of communication channels
• You can work independently and prioritise your individual workload, whilst recognising when to collaborate and engage with others as the need determines
• You are naturally empathetic, yet confident to take charge and control the customer journey to resolve issues effectively and efficiently
• Naturally analytical, with the ability to zoom in or out of a problem and explain complex issues in beautifully simple terms
• A confident communicator who is passionate about elevating the experience for customers and colleagues alike
• You enjoy working in a fun, friendly culture that focuses on relationships and knows how to celebrate success!
• You are comfortable with a mid-shift schedule to support the EMEA region.

Technical skills and Experience required:

• At least 2 years experience supporting customers via email, live chat and phone, ideally in a software and technical environment
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation where required
• Deep knowledge of common help desk/ticketing solutions - obviously Zendesk is a plus!
• Fluent English (additional languages, especially European, Japanese or Korean a huge plus)

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. Apply for this job