Team Lead, FSS Revenue Operations

Job Description

Zendesk is seeking a strategic and detail-oriented Team Lead for RevOps Deal Support to manage and guide our Deal Support team. This individual will be responsible for directing team activities, ensuring accountability, and fostering a collaborative environment that drives operational success. The Team Lead will oversee processes, manage escalations, and implement improvements, playing a vital role in optimizing workflows and driving revenue growth through data-driven insights and strategic initiatives as we pursue operational excellence and enhance customer satisfaction.

Key Responsibilities:
Team Leadership and Management:

• Direct and provide strategic direction to teams or individuals assigned, ensuring adherence to policies, guidelines, practices, and procedures.

• Set clear expectations, track results, and manage accountability within the team.

• Provide timely performance feedback and maintain coaching and developmental plans.

• Develop and operationalize a methodology for distributing workload among team members to ensure efficient task allocation.

• Serve as a back-up resource for the team to complete daily deliverables when needed.

• Inspiring and motivating employees to perform at their best

Process Oversight and Improvement:

• Oversee month-end activities and be responsible for the End of Month (EOM) sign-off.

• Maintain expertise and knowledge of the overall scope of work of Deal Support.

• Review quality control findings and accuracy issues, conducting root-cause analysis as needed.

• Identify and implement remediation and preventive action plans to address control deficiencies and accuracy issues.

• Review and provide recommendations for process improvement ideas to enhance operational efficiency.

Collaboration and Stakeholder Engagement:

• Ensure timely and efficient responses to internal stakeholder escalations.

• Maintain effective relationships with Revenue Operations, Sales, and other internal departments impacting the customer experience.

• Coordinate with the team to promote collaboration and provide cross-team learning opportunities.

• Work closely with Subject Matter Experts for escalation support, process changes, and continuous improvement.

Training and Development:

• Develop a training and professional development program for team members.

• Ensure timely and accurate updates to the Playbook.

• Implement scalable processes to reduce manual work by leveraging existing technologies or introducing new workflow solutions.

Qualifications and Competencies:

• Work Experience: Minimum of 5 years of related working experience in Revenue Operations, Customer Support, or a similar environment

• Leadership & Management: Strong leadership, communication, and interpersonal skills.

• Strategic Thinking: Ability to develop and execute strategic plans.

• Analytical Skills: Strong analytical and problem-solving skills.

• Data Management: Experience with data analysis, reporting, and visualization.

• Process Optimization: Experience with process improvement and workflow optimization.

• Technical Skills: Familiarity with revenue operations tools and technologies.

• Industry Knowledge: Understanding of sales, marketing, and customer success best practices.

• Cross-Functional Collaboration: Ability to work effectively with cross-functional teams.

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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 peopleandplaces@zendesk.com with your specific accommodation request.