Director, Customer Service IT

Zendesk • Madison, WI

79d • $166,000 - $248,000

About The Position

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.

Requirements

• Bachelor’s degree in Business, Information Technology, or a related field; an MBA or relevant certification is preferred.
• 10+ years of experience in IT customer service, support operations, or related roles, including at least 5 years in a leadership capacity.
• Proven experience and knowledge of customer service and support applications supporting OTR processes.
• Demonstrated ability to meaningfully apply AI to creatively solve business and technical problems.
• Excellent problem-solving, organizational, and project management skills.

Nice To Haves

• Familiarity with key customer service platforms such as Zendesk software.
• Demonstrable experience in building and developing high-performing, globally distributed teams.
• Strong interpersonal and communication skills, with a talent for effective collaboration across functions and geographies.
• Experience driving scalability in fast-paced, high-growth environments.

Responsibilities

• Lead, mentor, and develop IT teams that support customer service and support applications and processes related to Onboard to Renew.
• Serve as a strategic advisor to business leaders worldwide, ensuring that technology solutions align closely with company objectives.
• Ensure seamless operation, integration, and enhancement of customer service and support applications to meet changing business needs.
• Assist business partners to design and implement scalable, efficient customer service and support processes, with a strong focus on leveraging AI solutions.

Benefits

• Hybrid work environment with flexibility to work remotely for part of the week.
• Competitive salary range of $166,000.00-$248,000.00.
• Potential eligibility for bonuses and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree