Incidents & Escalations Manager

Job Description

Who we're looking for

Are you composed during challenging situations and ready to tackle customer concerns head-on? If you enjoy leading a diverse team to address technical issues and partner concerns, then this job is perfect for you! We are seeking an Incident and Escalations Manager to partner with our Operations and Engineering teams in resolving complex problems. By utilizing standard processes and your understanding of customer business needs, you will ensure successful resolution. This role is pivotal in improving the customer experience and implementing scalable incident management and escalation procedures.

What you'll be doing

• Establish collaborative relationships with various global teams at Zendesk (Advocacy, Engineering, Product, Security, IT, Customer Success, etc).
• Partner closely with the Technical Incident Manager to ensure information is flowing between customers, Advocates, and Engineering during service incidents.
• Serve as the primary contact for CX during service incidents, keeping internal teams informed and delivering clear and timely communications to customers.
• Help establish a scalable process to review open problem tickets and find opportunities for continuous improvement of our service delivery and customer communication.
• Define and maintain incident management processes that reduce customer and agent effort and minimize customer wait times.
• Perform in-take and process Engineering maintenance requests to plan and publish customer-impacting maintenance windows.
• Draft, publish, maintain, and train on documentation/process related to incidents and blocking issues.
• Facilitate and own the creation and delivery of incident post-mortems, including reconstruction of communication timeline, identification of process and training gaps, and recommendations for improvement.
  
  

What you bring to the role

• Proven experience dealing with highly technical and high-impact customer service issues.
• Experience organizing or participating in an Incident Response program.
• Demonstrated success in building healthy cross-functional relationships.
• Outstanding communication skills, both verbally and in writing, with all levels of internal and external collaborators.
• Ability to remain calm, lead, and make solid decisions in intense situations.
• Background troubleshooting in a B2B Cloud (SAAS, IAAS, PAAS) environment with Support or Operations experience in a 24/7 always-on support model.
• Experience with project management tools, concepts, and standard methodologies.
• Ability to translate technical information to non-technical audiences.
  
  

Basic Qualifications

• Demonstrated advanced, technical Customer Advocacy (Customer Support) experience in a customer support environment for a Cloud (SAAS, IAAS, PAAS) product.
• Strong ability to prioritize time and get things done in a timely fashion.
• Established history of taking ownership in complex situations with a helpful and proactive demeanor.
  
  

Preferred Qualifications

• Ability to zoom out on in-depth issues to see the bigger picture and make suggestions for improvement to the process.
• Experience working with a distributed team across multiple locations and timezones.
  
  

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 [email protected] with your specific accommodation request.