Global AI-Powered CX Leader & Support Executive

Zendesk, Inc.; San Francisco (CA); Hybrid; USD 289,000 - 433,000; Full time

Job summary

Zendesk, Inc. seeks an AI-powered Support & Operations Leader to define the future of AI-enabled customer experience. You will lead a 300+ person global advocacy, Premier support, and knowledge operations, shaping strategy across Product, Engineering, Sales, Customer Success, Renewals, and Finance.

This hybrid global role reports to the Chief Customer Officer, travels 20–25% as needed, and carries P&L ownership for the Premier monetized support business, with a base salary in the range quoted.

Qualifications

• 20+ years of progressive leadership in enterprise SaaS, technology, or consulting.
• 10+ years leading global, multi-functional teams.
• Experience operating AI-powered support or service systems at production scale.
• Direct experience owning or scaling a revenue-generating support/Premier business, including P&L.

Responsibilities

• Lead a 300+ person global advocate organization delivering 24/7 technical support across segments, channels, and regions.
• Define AI-first escalation strategies and governance frameworks.
• Partner with Product and Engineering to provide production-scale evidence that informs AI capabilities and roadmap priorities.
• Own the strategy, operations, and P&L for Zendesk’s monetized Premier support business.
• Establish operating cadences, dashboards, KPIs, and accountability mechanisms that drive continuous improvement.

Skills

Global leadership

P&L ownership

AI-powered CX

Enterprise SaaS

Cross-functional leadership

Knowledge operations

Job description

Zendesk, Inc. seeks an AI-powered Support & Operations Leader to define the future of AI-enabled customer experience. You will lead a 300+ person global advocacy, Premier support, and knowledge operations, shaping strategy across Product, Engineering, Sales, Customer Success, Renewals, and Finance.

This hybrid global role reports to the Chief Customer Officer, travels 20–25% as needed, and carries P&L ownership for the Premier monetized support business, with a base salary in the range quoted.