Global AI-Powered Support Leader

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

Job summary

Zendesk, Inc. seeks a transformative operations leader to guide AI-powered customer support at scale.

You will shape a global, AI-oriented support model, drive performance across CSAT, deflection, and escalation, and align Product, Engineering, Sales, and Finance to maximize enterprise value and retention. You will manage a 300+ global advocacy organization, advance knowledge operations, and deliver measurable commercial outcomes while upholding Zendesk’s AI-native CX vision.

Qualifications

• 20+ years of progressive leadership in enterprise SaaS/tech/consulting.
• 10+ years leading global, multi-functional teams.
• Experience transforming enterprise customer support with AI/automation.

Responsibilities

• Lead AI-powered support model across channels and self-service.
• Evolve 24/7 technical support across regions with a 300+ member team.
• Own strategy, operations, and P&L for monetized Premier support.
• Build knowledge operations and governance for AI resolution quality.
• Partner cross-functionally with Product, Engineering, Finance, Sales, Success, Renewals.

Skills

Global leadership

Enterprise SaaS

AI in support

P&L ownership

Knowledge operations

Executive influence

Zendesk familiarity

Job description

Zendesk, Inc. seeks a transformative operations leader to guide AI-powered customer support at scale.

You will shape a global, AI-oriented support model, drive performance across CSAT, deflection, and escalation, and align Product, Engineering, Sales, and Finance to maximize enterprise value and retention. You will manage a 300+ global advocacy organization, advance knowledge operations, and deliver measurable commercial outcomes while upholding Zendesk’s AI-native CX vision.