Senior Product Designer

Zendesk; Madison; Hybrid; CAD 206,157 - 310,609; Full time

Job summary

An established industry player is seeking a Product Designer to enhance its email and ticketing platform. This role offers the opportunity to shape the user experience for support teams, ensuring they can manage workflows effectively. By collaborating with cross-functional teams, you will design intuitive and scalable solutions that cater to a diverse customer base. The position is hybrid, providing flexibility while fostering a collaborative onsite environment. If you are passionate about creating user-centric designs in a dynamic tech landscape, this role is perfect for you.

Qualifications

• 5+ years of experience in SaaS product design with a focus on enterprise UX.
• Ability to visualize technical decisions' impact on user experience.

Responsibilities

• Contribute to the design strategy for the ticketing platform.
• Collaborate with PMs and engineers to evolve workflow capabilities.

Skills

SaaS product design

enterprise UX

collaboration skills

systems thinking

data-driven design

Job description

At Zendesk, we create software that powers exceptional customer service. Our easy-to-use & AI powered tools enable support teams to resolve issues quickly and efficiently. By keeping the customer at the center of the experience, our products help businesses to build personal connections and deliver seamless support across multiple channels—like email, chat, social media, and phone.

Who we’re looking for

We are looking for a Product Designer to help elevate the core capabilities of our email and ticketing platform. In this role, you’ll directly influence the vision for how administrators set up, assign, and organize their team's workflows while simultaneously enhancing the agent experience to drive overall productivity.

You'll have the opportunity to design intuitive, scalable experiences that empower support teams to work more efficiently while enjoying the flexibility and control they need. By collaborating closely with Product Management, Engineering, Content Design, Research, and fellow designers, you will be instrumental in expanding essential capabilities that cater to a diverse range of customers, from small startups to large enterprises.

What you will get to do every single day

• Contribute to the end-to-end design strategy for the ticketing platform, balancing simplicity with deep functionality.
• Collaborate closely with PMs, engineers, and data scientists to evolve workflow capabilities.
• Help define and refine interaction models that make complex workflows easy to configure and manage.
• Present your ideas to stakeholders, defend design decisions and incorporate feedback into the design cycle.
• Partner with our Product and User Research, leverage insights to improve usability, adoption, and customer satisfaction.

What you bring to the role

• 5+ years of experience in SaaS product design, with a background in enterprise UX.
• Ability to operate in a technical environment and help visualize the impact of technical decisions on the global user experience.
• Ability to design scalable, data-driven experiences for complex products, demonstrating systems thinking—balancing flexibility with ease of use in dynamic rule-based interfaces.
• Strong collaboration skills, working cross-functionally to contribute to strategic decisions. Able to communicate and present to stakeholders.
• Bonus: Experience with customer support platforms, ticketing systems, setup management.

Location: US, San Francisco, Bay Area, Austin, Madison

The US annualized base salary range for this position is $150,000.00-$226,000.00. 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.

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.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

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