Jobs at Zendesk

Build and scale backend connectors, ETL pipelines, analytics infrastructure, search systems, and distributed processing for Zendesk’s AI products. Responsibilities include handling integrations, webhooks, incremental synchronization, indexing, aggregation, multi-tenant isolation, and fault-tolerant worker queues. The role also develops insight engines that transform support data into explainable automation recommendations and collaborates with product, ML, design, and customer-facing teams.

Generate qualified sales pipeline through targeted prospecting, cold calls, personalized outbound messaging, and research into SMB, commercial, and enterprise prospects. Engage prospects to understand their challenges, collaborate with sales and marketing stakeholders, manage prospect pipelines, and provide a strong customer experience. The role requires sales experience, strong communication skills, a competitive self-starter mindset, and proficiency with Salesforce, ZoomInfo, Outreach, and 6sense.

Leads Zendesk’s global Employee Relations transformation from a reactive function into a proactive center of excellence. Builds analytics and reporting capabilities, develops scalable processes, advises on complex employee relations matters, and leads investigations involving misconduct, harassment, discrimination, performance, reductions in workforce, and unfair dismissal. Partners with HR business partners, People teams, and employment counsel to ensure compliance, mitigate risk, improve service delivery, and influence strategic workforce decisions across global locations.

Leads CIO-wide communications, executive operations, change management, and AI-enabled coordination. Advises senior technology leaders, translates complex strategy and organizational changes into actionable messaging, manages executive forums and follow-through, and coordinates communications across global functions. The role also develops stakeholder engagement and adoption plans, tracks readiness and feedback, and builds responsible AI and automation workflows. Requires significant executive communications experience, strong judgment, project coordination, and fluency with AI tools.

Leads a global Technical Support organization serving customers after AI-assisted support. Sets strategy, operating models, service metrics, capacity planning, and workforce programs; develops senior leaders; partners with Sales, Customer Success, Product, Engineering, and Finance; manages escalations and executive communications; and drives the transformation of human support into a proactive, AI-aligned workforce.

The SMB Account Executive will drive revenue growth by acquiring new SMB customers and managing relationships using AI-driven strategies.

Lead technical onboarding and enablement for contact center partners, architecting scalable Zendesk, Amazon Connect, and AWS solutions. Provide co-selling support, technical strategy, solution design, demonstrations, proof-of-concepts, training, documentation, governance, and mentorship. Collaborate with partners, sales, engineering, and vendors to drive successful implementations, security compliance, innovation, and adoption of AI, automation, and omnichannel contact center technologies.

Develops and executes multichannel demand-generation campaigns across North America to acquire target contacts, drive engagement, and convert new business. Manages campaign budgets, timelines, content, targeting, and cross-functional activation. Analyzes performance data and KPIs, prepares stakeholder reports, and recommends optimization strategies. Partners with sales development teams on lead follow-up, prospecting programs, direct mail, and engagement tactics.

Leads and develops a team of SMB Account Executives, driving new business, expansion, renewals, quota attainment, forecasting, and pipeline execution. Coaches representatives through complex sales cycles, supports AI-driven customer solutions, identifies upsell opportunities, and partners with technical and cross-functional teams. The role also builds performance dashboards, applies predictive analytics and automation, improves sales processes, and reports regional and team performance to leadership.

Leads Zendesk’s global account-based experience and industry marketing programs, translating account, buying-group, industry, and intent insights into campaigns that influence pipeline. Responsibilities include developing ABX frameworks, paid media strategies, industry plays, campaign kits, AI-enabled workflows, sales enablement, and performance measurement. The role partners closely with Sales, Regional Marketing, Product Marketing, and Marketing Operations to scale programs globally.

Owns net-new B2B SaaS sales from prospecting through contract close. The role requires pipeline generation, consultative discovery, executive and multi-threaded selling, value-case development, negotiation, forecasting, CRM discipline, and coordination with solution engineers, specialists, partners, and leadership. The account executive translates service-operation challenges into Zendesk and AI value propositions, closes complex deals, and ensures a clean transition to post-sale teams.

Lead global Total Rewards strategy including compensation, equity, benefits, compliance and executive pay. Modernize delivery with analytics, automation and AI, present to executives/Board, mentor a Total Rewards team, and scale programs and governance across jurisdictions.

Partners with the Chief People Officer and People Leadership Team to execute strategic priorities, manage the People portfolio, oversee planning and budgets, prepare executive and Board materials, facilitate leadership offsites, coordinate engagement events, and lead confidential strategic initiatives.

Leads Zendesk’s global AI Services Consulting organization, establishing strategy, operating models, service portfolios, governance, delivery standards, capacity planning, and commercial performance mechanisms. Builds leadership capability and scalable consulting operations while partnering with Sales, Customer Success, Product, Engineering, Finance, and executive customers. Drives measurable AI adoption, customer value, retention, expansion, delivery quality, and margin through repeatable enterprise services and cross-functional alignment.

Lead Zendesk’s global customer support organization and transform it into an AI-powered, commercially driven customer experience operation. Oversee AI resolution, technical support, Premier support, knowledge operations, escalations, and a 300+ person global team. Own support performance, P&L, premium support revenue, AI governance, workforce transformation, customer intelligence, and cross-functional alignment with Product, Engineering, Sales, Customer Success, Renewals, and Finance. The role is hybrid and requires approximately 20–25% travel.

Lead the design, development, scaling, and operation of enterprise data platforms, services, and pipelines. Own mission-critical systems, deliver complex multi-team projects, build analytics solutions, and improve data delivery processes. Partner with architects, engineers, analysts, data scientists, and business stakeholders to create reliable, observable, secure, and governed platforms. Provide technical leadership, evaluate technologies, establish engineering best practices, mentor engineers, and guide technical decisions across teams.

Build production-ready proof-of-concepts, customized demonstrations, API integrations, technical sandboxes, and automation tools for enterprise customers. Lead technical validations, architecture reviews, and developer discussions while partnering with account teams. Apply JavaScript, Python, Node.js, REST/SOAP APIs, cloud infrastructure, LLMs, prompt engineering, and autonomous agent frameworks to solve customer problems and support Zendesk’s AI platform.

The role involves building and improving backend systems for real-time voice AI conversations, developing integrations, and enhancing platform performance and reliability.

Own the multi-year product strategy and roadmap for Salesforce and sales systems. Integrate AI features, redefine sales workflows, lead a Product/Architecture/Tech triad, align stakeholders, prioritize backlog, and define KPIs for adoption and business impact.

Drive enterprise revenue by acquiring new customers and expanding existing accounts. Manage complex, multi-month sales cycles with C-level stakeholders, create territory plans, leverage data and sales tools, negotiate and close high-value deals, and collaborate across teams to meet quarterly and annual quotas.