Director, Customer Service IT

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Zendesk is seeking a dynamic and experienced Director of IT Customer Service and Support to lead and develop a high-performing team dedicated to supporting critical customer-facing processes, specifically focusing on the Onboard to Renew (OTR) value stream. The ideal candidate will possess a strong background in customer service technology, have extensive experience delivering business impacting technology, experience deploying and designing AI solutions, and foster collaboration across diverse teams and geographies.

This role will also own the technological implementation of Zendesk, our flagship product, for internal use.

• Team Leadership:
  Lead, mentor, and develop IT teams that support customer service and support applications and processes related to Onboard to Renew. Foster a collaborative culture to encourage high performance across geographically distributed teams.
• Business Partnership:
  Serve as a strategic advisor to business leaders worldwide, ensuring that technology solutions align closely with company objectives.
• System Oversight:
  Ensure seamless operation, integration, and enhancement of customer service and support applications to meet changing business needs.
• AI Integration & Value Stream Enhancement:
  Assist our business partners to design and implement scalable, efficient customer service and support processes, with a strong focus on leveraging AI solutions.

• Lead with Exceptional Service:
  Continuously strive to exceed the expectations of our stakeholders.
• Deliver the Simplest Solution:
  Focus on simplicity and effectiveness.
• Take Pride in Our Work:
  Exhibit ownership of your deliverables.
• Care for Each Other:
  Foster an inclusive team environment.

• Education:
  
  Bachelor’s degree in Business, Information Technology, or a related field; an MBA or relevant certification is preferred.
• Experience:
  
  10+ years of experience in IT customer service, support operations, or related roles, including at least 5 years in a leadership capacity.
• Technical Expertise:
  Proven experience and knowledge of customer service and support applications supporting OTR processes.
• AI Acumen:
  Demonstrated ability to meaningfully apply AI to creatively solve business and technical problems.
• Team Development:
  Demonstrable experience in building and developing high-performing, globally distributed teams.
• Problem‑Solving Skills:
  Excellent problem‑solving, organizational, and project management skills.
• Interpersonal Skills:
  Strong interpersonal and communication skills.
• Agility:
  Experience driving scalability in fast‑paced, high‑growth environments.
• Change Management:
  Proven ability to drive change and manage complex projects.

If you are a visionary leader passionate about customer service processes and technology, we invite you to apply and join our vibrant team at Zendesk!

We celebrate diversity and inclusion as essential components of innovation and success. Step into a role that not only challenges you but also drives meaningful impact within our customer service and support operations.

The US annualized base salary range for this position is $-$. This position may also be eligible for bonus, benefits, or related incentives.

In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration—while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week.

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk is an equal opportunity employer, committed to cultivating an inclusive environment where all employees can thrive. If you are based in the United States and would like more information about your EEO rights under the law, please . We are an AA/EEO/Veterans/Disabled employer.