Job title for Zendesk editor?


11 Commentaires

  • Dan Ross
    Community Moderator

    Hey Sebastian,

    Sounds like we have similar roles. I pushed for 'Zendesk Overlord' but in the end, we settled on 'Support Operations Manager' at our company. 

  • Jeremy Robinson

    I wear many hats in my role, in Zendesk and outside of it. My "official" title is still Support Community Manager. Some of the things I do on the daily are:

    - Manage Zendesk Support portal for Agents
    - Create/Edit/Archive Articles
    - Build and manage Help Center layout, workflow, and customizations
    - Manage Support apps in Zendesk
    - Manage Pendo Analytics and Visualizations for our Help Center/Community and our SaaS application
    - Manage our Application Status Page (content, postings, delivery, etc.) and it's integration to Zendesk

    I'm with Dan Ross on this one, though, I think "Zendesk Overlord" should be a valid and well-deserved title! And if you haven't been given the ok for Zendesk Overlord, you could set your title as Support Operations Manager, Support Community Manager, Support Applications Manager, etc. The list is a plentiful one to detail the same role responsibilities overall :) 

  • Sebastian

    Zendesk Overlord should become an official title for sure. :D :D :D

    I just wonder, nowadays we have "facility manager" which is the one doing the handywork in a building. It sounds fancy unless one understands what it means.

    Also zendesk support:

    "Associate customer advocate"
    "Technical support engineer" (Maybe not so fancy.)
    "Account executive" ?
    "Velocity Account Executive" :D

    Well, I have to say some of these cryptic names somewhat sound cool when you don't understand what they mean. :D

    I'm not sure about community manager, does it sound like being the admin of a forum?
    Support applications manager might match a bit more, applications is a broad area, I think, probably refers to everything one provides to the support then. :thinking:

    I would like to have a job title everything looks in awe while not fully grasping what it means. :D :D :D

  • Dan Ross
    Community Moderator

    Some alternative titles could be 

    Wearer of many hats

    Chief Agent-herder

    Support Systems Administrator

    Support Business Process Manager

    Depending on your region, you might want to be wary of fitting the word architect or engineer into your title. Some jurisdictions treat those titles as protected, meaning you need to actually have a degree in engineering to have a job title with that word present. 


    Hope you find a title you like(and get to convince your boss to go with it too!)

  • Brandon Tidd
    Community Moderator

    While I prefer the alias "Captain Zendesk," my cards say Manager, Local Marketing Support.
    That said, I am a big fan of those that leverage the "Customer Experience" language somehow.

  • Sebastian

    "Support Systems Administrator" sounds nice. Or "Support Systems Manager" maybe. The first one might be more true, since it sounds like actually working. :D In fact the word meanings are relatively the same.

    "Support Systems" is also a good term, it says it's about the systems not support in itself.

    I think so far these are my favorite descriptions.

  • Karen D Snyder

    Hmm, I was hired to be a Zendesk developer, and I do software development, but usually at least half my time is spent on Zendesk matters such as building forms, fixing user profiles, creating/modifying triggers/automations/macros, setting up Myndbend workflows... I'm not the account owner, so guess I couldn't be called Zendesk overlord, although it does sound nice!

    We interface with somebody at Zendesk who has the title of Customer Success Executive, so I would say that leverages customer experience language!

  • Sebastian

    "Support Systems Success Executive" would sound nice as well. :D :D :D

    I was hired as Community Manager originally, now I handle the Zendesk stuff mostly and I like it.

  • Jeremy Robinson

    While forum is a piece of what I do, we see 'Community' as our entire user base and presence online; whether they are looking for documentation, interacting with each other, viewing webinars, or submitting support requests - every step in an interaction with us is seen as being done by a member of our user Community. But I don't disagree with you that it sounds more forum specific at first glance or pass of the title. 

    In my experience though, whatever fluff or fancy words go into the title, they in almost all scenarios still contain the pertinent descriptor (Associate, Engineer, Manager, Director, VP, etc.) so anyone has a general idea of what your capabilities currently are when looking at the title with those descriptors, then can dive into the work you actually did in the details of your resume/profile.

  • Daniel Cooper
    Community Moderator

    I've had a few titles related to my work with Zendesk, previously "Senior Technical Consultant" and currently "Support Systems Analyst".  Both are pretty generic, but considering that my roles have blended out of Zendesk into other related support systems, and in some cases explored worlds without Zendesk, those sorts of titles make sense.

    However, for networking purposes on LinkedIn or otherwise, having a title that calls out Zendesk is really useful for people finding you.  Including a general "Zendesk Administrator" if that is what you are primarily doing externally can help you get connected as it's more specific than some of the more generalized terms that can mean a lot of different things depending on the industry you work in. 

  • Sebastian

    Good point with the Zendesk in title.

    I just noticed that I use "Support/Zendesk Improvements" as a kind of description in my email sig. :D

    Edit: I have another suggestion "Zendesk pain relief supplier".  :D :D :D


Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk