Global AI-Powered CX & Support Leader

Zendesk, Inc.; California; Hybrid; USD 289,000 - 433,000; Full time

Benefits offered by this job

Competitive executive package

Job summary

Zendesk, Inc. is seeking a Global CX leader to architect and govern an AI-powered support model at scale across email, chat, voice, and self-service.

You will lead a 300+ person global advocate organization, shaping service delivery, pricing, and knowledge operations while partnering with Product, Engineering, Sales, and Finance to drive retention and NRR. This role is hybrid with global scope.

Qualifications

• 20+ years of progressive leadership experience in enterprise SaaS.
• 10+ years leading global, multi-functional teams.
• Experience operating AI-powered support and governance.
• Strong commercial and financial fluency including NRR and cost-per-resolution.
• Executive presence and cross-functional influence without formal authority.

Responsibilities

• Lead a global, AI-powered support organization with cross-functional partners.
• Define AI-to-human escalation strategies and governance.
• Drive CSAT, FCR, SLA, and cost-per-resolution improvements.
• Build organization design, career paths, and operating models for AI-augmented workforce.
• Represent Zendesk externally as an AI CX thought leader.

Skills

Leadership

AI governance

Global program leadership

Customer support experience

Strategic thinking

Cross-functional collaboration

Education

MBA or equivalent business degree

Bachelor's degree in a relevant field

Tools

Zendesk platform

Analytics tools

Job description

Zendesk, Inc. is seeking a Global CX leader to architect and govern an AI-powered support model at scale across email, chat, voice, and self-service.

You will lead a 300+ person global advocate organization, shaping service delivery, pricing, and knowledge operations while partnering with Product, Engineering, Sales, and Finance to drive retention and NRR. This role is hybrid with global scope.