account executive

senior software engineer

customer success manager

software engineer

business development representative

Zendesk

I worked on the customer advocacy department and it was PAINFUL to work there. The management for this department took an arbitrary decision of changing how the support process was done and got rid of the -support tiers- which created a bad situation for both for the customers and the employees (agents)

The management has gotten worse and worse with the time. Morale is down and new support agents often quit within their first 3~6 months as the training provided is not good enough to prepare them for the job plus the level of micromanagement they have to take is insane. They still refuse to acknowledge there is something wrong going on.

They used to care about the customers getting a great support experience but now they only care about numbers and metrics. It's not about the customer anymore. It's about pushing as many tickets and chats around until the customer gives up on getting help

Zendesk is still a great company to be in but consider the customer advocacy department to be a completely different company inside of it with different rules and nonsensical managers

The company prides itself for being a community. My observation saw it’s all about making money not about making friends or making employees feel good about themselves or each other.  Lots of strategic games played for power. People afraid to speak up about problems they see and have ideas to solve.  Managers unable to lead or make changes stifling staff, held hostage by upper management.  Very disappointing.  Then there is the core problem with the product and how segmented it is.  In the end, it’s all about making money.  Not about the customers, the staff or the product.

It's simply put, Zendesk is a wonderful place to work. A typical day for me would be building apps as proof of concept for customers. I've learned so much about developing relationships with customers while still maintaining a support mentality. 

The culture at Zendesk is beyond fantastic. Everyone comes to work with the mindset of how can "we" better assist the customer. Team work all around. 

The hardest part of the job is just staying up to date with all the massive changes. However, you do have the ability to reach out to several departments for assistance if required. 

As for the most enjoyable part of the job, building connections and being able to support a product you fully appreciate.

If you like the stick in the mud, molasses-y, sprinkled with a good dose of siloed politics, this is the company for you. When you join the company, there is a full jug of that startupland kool-aid waiting for you, which you will chug down, no doubt. If you are joining the IT, specifically the Enterprise Data group, my best advice is... don't! You probably have better things to do, such as riding the BART aimlessly, staring at the ceiling contemplating the meaning of life, Netflix marathons, or anything else for that matter, all of which are worth your time than working here. The level of incompetence at the senior management level who think they can run an engineering dept with no engineering management background is appalling, to say the least. My advice, life is short, spend it better!

There is a lack of alignment, everyone is doing their own thing.
Data teams are understaffed and can't help you. If you don't know SQL, just go with your best guess; seems to be acceptable.
Multiple teams are blasting customers with emails from different systems so response rates are low.
Different teams are using different tools for the same thing, and it's confusing.
Data is all over the place and there's a lot of laziness about managing it.
Some managers have zero business acumen and are incredibly disorganized.
If you need help, be prepared to create 10 slide decks and spend 3 months asking for it. You may or may not get it.


Pros:  Fantastic product and support.  Innovation is great.  Good CEO (that seems to not be calling the shots with what is happening on the sales side)

Cons:  New leadership in Sales is atrocious.  It's "what have you done for me lately", poor job security.  Very little upward mobility as new managers are hiring more of their friends from previous jobs or poaching from existing competitors.  Territories keep getting smaller and smaller.  AEs wear too many hats, are stretched too thin and there are some greenfield markets that need more brand awareness.

Working at Zendesk as a UI/UX designer was like being a mad scientist in a candy store of creativity. I went from tinkering with basic wireframes to concocting design masterpieces that left users in awe. I navigated the maze of user feedback with the finesse of a stand-up comic at open mic night—laughs were optional, but improvement was mandatory! Every button, every layout became a canvas, and every user interaction was my chance to sprinkle some design magic. By the end of it, I could turn a chaotic mess into a symphony of pixels, all while keeping my sanity and sense of humor intact!

Overall great company and very good solution and product.  It comes down to the 'type' of company one is seeking. They're roots were non-corporate innovative silicon valley engineer / product led company.  Now over 2 years post - IPO, the culture mirrors other profitable SaaS companies like Salesforce.com as they must reach 1 Billion in revenue by 2020 to appease shareholders.  Still predominately a mid-market 250-500 employee solution leader and West Coast driven.

Horrible interview process with very little organization from management. It seemed like no one had any idea what was going on or what to do. Very little feedback even in the final interview. The final interview was extensive and unnecessary for no reason. During the final stage of the interview, it was a presentation where there was no feedback given at all. Had to reach out multiple times to get an answer from HR if the job was given to me. At that point, I already had a bad enough experience and felt like it wasn't for me.

What is the best part of working at the company?
Direct reports were great to work with (GL Int'l Accounting)

What is the most stressful part about working at the company?
Having to walk through the tenderloin to get to work. It was awful.

What is the work environment and culture like at the company?
I was a contractor so you are treated differently. Therefore I can offer a good answer on this one.

What is a typical day like for you at the company?
Working tasks assigned. No meetings or social communication. Once again, I was a contractor.

Top Job Titles	Average Salary
Account executive 15 salaries reported	$89,933 per year
Senior software engineer 14 salaries reported	$167,214 per year
Customer success manager 5 salaries reported	$153,600 per year
Software engineer 6 salaries reported	$135,500 per year
Business development representative 1 salary reported	$54.81 per hour

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