Job Description

Zendesk is seeking a dynamic and experienced Director of IT Customer Service and Support to lead and develop a high-performing team dedicated to supporting critical customer-facing processes, specifically focusing on the Onboard to Renew (OTR) value stream. The ideal candidate will possess a strong background in customer service technology, have extensive experience delivering business impacting technology, experience deploying and designing AI solutions, and foster collaboration across diverse teams and geographies. This role will also own the technological implementation of Zendesk, our flagship product, for internal use.

What You’ll Be Doing:

• Team Leadership: Lead, mentor, and develop IT teams that support customer service and support applications and processes related to Onboard to Renew. Foster a collaborative culture to encourage high performance across geographically distributed teams. Support and build team cohesiveness, career growth, and experimentation.

• Business Partnership: Serve as a strategic advisor to business leaders worldwide, ensuring that technology solutions align closely with company objectives. Provide insights and data-driven recommendations to support key company initiatives, enhancing decision-making processes. Business partner engagement and management is a critical strength area for this role.

• System Oversight: Ensure seamless operation, integration, and enhancement of customer service and support applications to meet changing business needs. Oversee compliance and best practices in customer service systems management for OTR streams.

• AI Integration & Value Stream Enhancement: Assist our business partners to design and implement scalable, efficient customer service and support processes, with a strong focus on leveraging AI solutions. This includes continuous improvement initiatives that enhance operational efficiency within OTR areas to align with Zendesk's growth strategy.

Key Values We Uphold

In this role, you will be guided by our core values:

• Lead with Exceptional Service: Continuously strive to exceed the expectations of our stakeholders, ensuring that our solutions and interactions reflect a commitment to exceptional service.

• Deliver the Simplest Solution: Focus on simplicity and effectiveness, prioritizing straightforward and efficient approaches that yield optimal results.

• Take Pride in Our Work: Exhibit ownership of your deliverables, ensuring that all requirements and documentation reflect high standards of quality and excellence.

• Care for Each Other: Foster an inclusive team environment where collaboration and mutual respect thrive, understanding that we achieve more when we support one another.

What You Bring to the Role:

• Education: Bachelor’s degree in Business, Information Technology, or a related field; an MBA or relevant certification is preferred.

• Experience: 10+ years of experience in IT managing customer service platforms, including at least 5 years in a leadership capacity.

• Technical Expertise: Proven experience and knowledge of customer service and support applications supporting OTR processes (e.g., CRM systems, ticketing systems, knowledge base software). Familiarity with key customer service platforms such as Zendesk software is a significant plus.

• AI Acumen: Demonstrated ability to meaningfully apply AI to creatively solve business and technical problems.

• Team Development: Demonstrable experience in building and developing globally distributed technical teams.

• Problem-Solving Skills: Excellent problem-solving, organizational, and project management skills, with an ability to prioritize and drive projects towards successful completion.

• Interpersonal Skills: Strong interpersonal and communication skills, with a talent for effective collaboration across functions and geographies.

• Agility: Experience driving scalability in fast-paced, high-growth environments, along with a solid understanding of Agile frameworks with the ability to develop and maintain frameworks and processes that provide clear visibility and transparency of the IT-customer service roadmap and priorities to stakeholders.

• Change Management: Proven ability to drive change and manage complex projects, including platform re-platform initiatives.

If you are a visionary leader passionate about customer service processes and technology, and you strive for the best of the best, we invite you to apply and join our vibrant team at Zendesk!

Why Join Us?

At our organization, we celebrate diversity and inclusion as essential components of innovation and success. We strive to create an environment where every team member can flourish and contribute their unique perspectives. Step into a role that not only challenges you but also drives meaningful impact within our customer service and support operations.

If you’re ready to elevate your career, contribute to transformative customer service solutions, and embody our core values, we invite you to apply today! We are an equal opportunity employer, committed to cultivating an inclusive environment where all employees can thrive.

#LI-GH

The US annualized base salary range for this position is $170,000.00-$256,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 [email protected] with your specific accommodation request.