Global Head of AI-Powered Support & CX

Zendesk; New York (NY); Hybrid; USD 289,000 - 433,000; Full time

Job summary

Zendesk seeks a transformational leader to steer the global CX organization, building an AI-powered, 24/7 support model across channels and regions. You’ll partner with Product, Engineering, Sales, Success, Renewals, and Finance to drive retention, revenue, and customer value.

You will design governance, knowledge operations, and escalation frameworks, while scaling premium enterprise support. This role reports to the CCO and requires global travel.

Qualifications

• 20+ years of progressive leadership experience in enterprise SaaS, technology, or consulting, including 10+ years leading global, multi-functional teams.

Responsibilities

• Lead a 300+ person global advocate organization delivering 24/7 technical support across segments, channels, and regions.
• Own the strategy, operations, and P&L for Zendesk’s monetized Premier support business.
• Establish Knowledge Operations and governance frameworks to ensure AI-driven resolution quality.

Job description

Zendesk seeks a transformational leader to steer the global CX organization, building an AI-powered, 24/7 support model across channels and regions. You’ll partner with Product, Engineering, Sales, Success, Renewals, and Finance to drive retention, revenue, and customer value.

You will design governance, knowledge operations, and escalation frameworks, while scaling premium enterprise support. This role reports to the CCO and requires global travel.