Director, Global Specialist CS — Remote Leadership

Zendesk; Remote; GBP 66,000 - 112,000; Full time

Job summary

A leading customer experience software company is seeking a Director for their Global Specialist Organization. The candidate will lead and scale specialist teams across Employee Service, Contact Center as a Service, and Workforce Engagement Management. This role demands over 12 years of experience in enterprise SaaS, including 5 years in leadership roles. The position requires exceptional strategic planning, operational excellence, and cross-functional collaboration to enhance customer outcomes and drive team growth. A flexible hybrid work model is offered.

Benefits

Hybrid work flexibility

Inclusivity and diversity commitment

Personal development opportunities

Qualifications

• 12+ years in Customer Success, Professional Services, or GTM roles within enterprise SaaS.
• 5+ years leading high-performing teams.
• Deep expertise in ITSM/Employee Experience, CCaaS/Contact Center, or WEM/QA/WFM.

Responsibilities

• Lead and scale global specialist functions ensuring strong execution.
• Establish frameworks for adoption acceleration and value realization.
• Guide specialist teams in supporting complex customer needs.

Skills

Leadership

Customer Success

Strategic Planning

Operational Excellence

Cross-functional Collaboration

Analytical Skills

Job description

A leading customer experience software company is seeking a Director for their Global Specialist Organization. The candidate will lead and scale specialist teams across Employee Service, Contact Center as a Service, and Workforce Engagement Management. This role demands over 12 years of experience in enterprise SaaS, including 5 years in leadership roles. The position requires exceptional strategic planning, operational excellence, and cross-functional collaboration to enhance customer outcomes and drive team growth. A flexible hybrid work model is offered.