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data analytics salesforce ai zendesk leadership📋 Description
- Drive the AMER Customer Support regional vision and roadmap.
- Own AMER outcomes across CSAT, quality, backlog, and escalations.
- Coach and develop team leaders and managers for high performance.
- Evolve the Customer Support craft with upskilling and training.
- Refine the engine by identifying leaks and scaling workflows.
- Standardize excellence with data-driven metrics and actions.
- Enable customer outcomes by partnering across Sales, CS, and PS.
- Drive product and experience improvements with Product/Engineering.
- Lead through evolution with clarity and accountability.
🎯 Requirements
- Leadership maturity in CX/CS, with experience managing managers.
- Experience modernizing support models using automation and AI.
- Stakeholder mastery across Sales, CS, PS, Product, Eng, Ops.
- Organizational design and talent development capabilities.
- Operational excellence using Zendesk, Salesforce, and analytics.
- Customer-first, outcome-driven mindset aligning senior stakeholders.
🎁 Benefits
- Diverse and internationally distributed team.
- Open communication and regular feedback.
- Hybrid work with flexible hours and in-office days.
- Virtual Shares and ownership mindset.
- Regular in-person team events.
- Monthly full-day hacking sessions.
- 30 days of annual leave.
- Competitive benefits tailored to location.
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