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team management data analysis customer service coaching zendesk📋 Description
- Lead a team of Technical Support Specialists to resolve complex issues end-to-end.
- Monitor metrics (CSAT, QA, tickets) and translate data into coaching decisions.
- Coach team via 1:1s and regular performance conversations.
- Lead team meetings to align day-to-day work with goals.
- Identify patterns in tickets and advocate for root-cause fixes.
- Partner with cross-functional teams to resolve issues and influence workflows.
🎯 Requirements
- 5+ years in Technical Support with at least 2 years management experience.
- Proven experience leading a customer-facing team (Senior level or above).
- Zendesk experience.
- On-call on weekends and some holidays (3x per quarter).
- Outstanding customer service, empathetic, responsive, solutions-focused.
- Exceptional written and verbal communication.
🎁 Benefits
- Medical, dental, and vision insurance
- Basic life insurance
- Mental health resources and financial wellness benefits
- Fully paid parental leave
- 401(k) with company match (US-based)
- Paid time off: holidays, vacation, and sick leave
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