Chief, AI-Driven Technical Support & Proactive Service

Zendesk, Inc.

Kentucky

Hybrid

USD 174,000 - 260,000

Full time

3 days ago

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Benefits offered by this job

Hybrid work model

Remote work flexibility

Job summary

Zendesk, Inc. is seeking a Senior Director to lead the Technical Support organization overseeing AI-enabled and human-assisted resolutions.

This leader will set the operating strategy, develop a strong technical leadership team, and drive efficiency and scalability across our support systems. You will guide a cultural and operational transition of human agents toward proactive, AI-aligned workflows, partnering with AI teams and cross-functional leaders to deliver exceptional customer outcomes

Qualifications

15+ years in technical or customer support leadership.
Experience scaling global SaaS or enterprise teams.
Proven ability to translate strategy into operating plans and measurable outcomes.
Strong executive communication and stakeholder management.

Responsibilities

Set strategy and operating model for Technical Support.
Lead multi-layered organization through managers and directors.
Balance AI-driven automation with human support for quality and efficiency.
Define measures of performance and health for the team.
Collaborate with Sales, CS, Product, Eng, and Finance.
Plan global capacity, staffing, and escalation models.
Represent customer interests in executive discussions.
Stay current on AI/SaaS and service-delivery practices.
Lead cultural and operational transition of human agents to AI-aligned workflows.
Develop workforce management and align staffing with demand.
Champion knowledge management and interlock across teams.