Senior Director of Proactive Tech Support & AI Enablement

Zendesk, Inc.; Wisconsin; Hybrid; USD 174,000 - 260,000; Full time

Job summary

Zendesk, Inc. is seeking a Senior Director of Technical Support to lead a global, multi-region organization transitioning agents toward proactive AI-aligned workflows.

You will define strategy, establish operating models, and partner across functions to ensure high-quality resolution and scalable support delivery. Ideal candidate has 15+ years in technical or SaaS support leadership, proven execution of large-scale transformations, and a track record of balancing customer outcomes with efficient

Qualifications

• Extensive leadership in technical or service delivery roles.
• Proven ability to translate strategy into operating plans.
• Experience integrating AI and automation into support.

Responsibilities

• Set strategy and operating model for Technical Support.
• Lead multi-layered organization through managers and directors.
• Balance AI-driven tools with human expertise for quality and efficiency.
• Partner with Sales, Customer Success, Product, Engineering and Finance.
• Drive capacity planning, staffing, and escalation models.

Skills

Leadership experience

Strategic thinking

AI integration in support

Cross-functional collaboration

Global operations management

Education

Bachelor’s degree

Advanced degree a plus

Job description

Zendesk, Inc. is seeking a Senior Director of Technical Support to lead a global, multi-region organization transitioning agents toward proactive AI-aligned workflows.

You will define strategy, establish operating models, and partner across functions to ensure high-quality resolution and scalable support delivery. Ideal candidate has 15+ years in technical or SaaS support leadership, proven execution of large-scale transformations, and a track record of balancing customer outcomes with efficient