Zendesk

Design and maintain backend services and APIs, develop frontend features using React and TypeScript, collaborate across teams, and ensure scalable, secure, and maintainable systems. | 3+ years full-stack experience, proficiency in Ruby or similar backend languages, frontend skills with React, TypeScript, GraphQL, experience with REST APIs, RDBMS like MySQL, and strong collaboration skills. | Job Description Full-Stack Software Engineer – Support Suite Engineering Zendesk is hiring a Full-Stack Software Engineer to join our Support Suite Engineering team. In this role, you will work on both backend services and frontend features, helping deliver robust, scalable, and user-friendly systems across Zendesk’s support products. This is a hybrid role. Candidates must reside within a commutable distance of our office in San Francisco, CA What You’ll Be Doing • Design, implement, and maintain backend services and APIs that power Zendesk’s Support Suite products. • Contribute to frontend development using React, TypeScript, and GraphQL to build user-facing features. • Collaborate with engineers across teams to integrate shared platform components. • Ensure systems are scalable, maintainable, secure, and observable. • Write clean, testable, maintainable code and participate in code reviews. What You Bring To The Role • 3+ years of experience in full-stack software development. • Strong proficiency with Ruby or similar backend languages (e.g., Python, Java, Node.js). • Experience with frontend technologies such as React, TypeScript, and GraphQL. • Experience designing and implementing RESTful APIs and integrating with backend services. • Ability to work cross-functionally and translate product requirements into technical solutions. • Strong collaboration and communication skills. • Experience with RDBMS systems such as MySQL or Aurora. Preferred Qualifications • Experience building enterprise SaaS products. • Familiarity with observability and monitoring tools like DataDog. • Exposure to cloud platforms (AWS), Kubernetes, and CI/CD pipelines. Tech Stack • Backend: Ruby on Rails, MySQL/Aurora • Frontend: JavaScript, TypeScript, React, GraphQL • DevOps & Monitoring: DataDog, Kubernetes, CI/CD • Cloud: AWS Why Zendesk • Work on a high-impact, collaborative full-stack engineering team. • Build scalable, reliable full-stack systems that power enterprise support products. • Flexible hybrid work model with strong work-life balance. • Learn from and grow with experienced engineers in a supportive environment. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. The US annualized base salary range for this position is $110,000.00-$166,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. Hybrid: 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. The specific in-office schedule is to be determined by the hiring manager. The Intelligent Heart Of Customer Experience 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 believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and scale Zendesk's global community strategy, manage community programs and events, develop and mentor a team, collaborate cross-functionally, innovate community methodologies, and measure program impact. | 5+ years senior community roles experience, 3+ years people leadership, ability to influence cross-functionally, operational rigor, customer-first mindset, excellent communication, and adaptability in a fast-paced environment. | Job Description Zendesk's Digital CX team is building the future of how customers connect, learn, and grow with Zendesk - and our global community is at the center of that mission. With thousands of active users, our community is where customers, partners, and prospects exchange knowledge, share best practices, and shape the future of customer experience - and we're just getting started. We're looking for a strategic, customer-obsessed Senior Manager of Community Programs to take ownership of our most important community initiatives. This role offers the chance to shape a large-scale, global community function, work directly with senior leaders across Product, Marketing, and CX, and showcase Zendesk's innovation in customer engagement. It's a high-visibility, business-critical role with measurable impact on retention, growth, advocacy, and value realization. What you'll do • Lead with vision. Own and scale Zendesk's global community strategy, ensuring our programs directly contribute to company priorities around retention, adoption, advocacy, and growth. • Build our Super User movement. Establish and operationalize a global Super User program that recognizes, nurtures, and empowers top contributors - turning expertise into advocacy and impact. • Shape the roadmap. Define and manage the Community team's roadmap, aligning with Digital CX and enterprise-wide goals. Share regular readouts with executive stakeholders to highlight impact and insights. • Elevate programs. Provide oversight for community programming, including: • Online forums and user groups • Global community events and meetups • Product feedback and ideation channels • Content, recognition, and advocacy initiatives • Lead a high-performing team. Develop and mentor a team of Community specialists and engagement managers. Create career pathways, competency models, and clear measures of success. • Drive cross-functional collaboration. Partner with Product, Marketing, CX, and Social teams to amplify community voices, surface customer insights, and integrate community into broader company motions. • Innovate continuously. Modernize community methodology, with a sharp eye on how AI and digital innovation are reshaping peer-to-peer engagement. • Prove impact. Measure engagement, health, and business impact of community programs. Use insights to influence strategy and keep Zendesk at the forefront of digital-first customer experience What you bring • Strategic leadership: 5+ years in senior Community roles, ideally in B2B SaaS, with a track record of scaling programs globally. • People leadership: 3+ years leading teams, including remote and distributed teams. • Cross-functional influence: Proven ability to partner with Product, Marketing, and CX, and to communicate insights up to senior executives. • Operational rigor: Experience building roadmaps, driving disciplined execution, and measuring outcomes through clear KPIs. • Customer-first mindset: Passion for building meaningful digital experiences and amplifying customer voices. • Excellent communicator: Skilled at tailoring messaging across audiences - from executives to community members. • Adaptability: Comfort navigating multiple projects, shifting priorities, and a fast-paced, global environment. The US annualized base salary range for this position is $134,000.00-$202,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience 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 believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and scale pricing and monetization strategies across Zendesk’s SaaS portfolio, manage revenue model transitions, design competitive pricing programs, and drive growth analytics. | 10+ years in pricing strategy with 5+ years leadership in SaaS, strong analytical and financial modeling skills, experience with multi-product portfolios, excellent communication, and ability to lead cross-functional executive initiatives. | Job Description Company Overview Zendesk powers modern, AI-first customer service for organizations of all sizes. Our platform combines ticketing, messaging, help center, voice, analytics, and workforce/quality tools with AI agents and Copilot, delivered with predictable per-agent pricing and robust add-ons. We differentiate with speed, agility, and an intuitive, out-of-the-box platform that’s trusted by more than 160,000 businesses worldwide. Role Overview We are seeking a strategic and hands-on Senior Director, Commercial Strategy & Special Projects to design, operationalize, and scale the next generation of Zendesk’s revenue models and go-to-market plays. You will lead high-impact initiatives across pricing and packaging, monetization, deal discounting, competitive offers, and lifecycle analysis. You will report to a senior executive leader, lead a team of pricing professionals and collaborate closely with Product, Sales, Finance, Product Marketing, RevOps, Legal, and Customer Success—as well as directly with Zendesk customers and partners. The ideal candidate will possess deep expertise in SaaS pricing models, a strong analytical background, and a proven track record of driving significant business impact through strategic pricing initiatives. Responsibilities Commercial Strategy & Monetization • Define multi-year pricing, packaging, and monetization strategies covering our AI, Customer Experience and Employee Service Suite portfolios, and enterprise add-ons (Contact Center, WFM, QA, Data Privacy, and Copilot AI). • Lead monetization for new capabilities (especially AI), developing attractive pricing, value metrics, usage thresholds, and hybrid usage/commit structures. • Evolve packaging frameworks (good/better/best, bundle, consumption-tiered) across customer segments, geographies, and partnerships. • Conduct willingness-to-pay and elasticity research, run pricing pilots, and optimize based on robust data and market insights. • Chair an executive-level Pricing Committee to ensure cross-functional alignment on pricing decisions; Collaborate closely with product management and marketing to drive monetization agenda Revenue Model Transitions • Lead company-wide transitions to new revenue models, including migration planning for the installed base and corresponding customer/stakeholder communication strategies. • Partner cross-functionally to drive alignment across CPQ, billing, SKU taxonomy, entitlements, and data/analytics to ensure operational accuracy and financial integrity. • Develop policies for grandfathering, renewals, and revenue protection during transitions. Competitive Offers and price execution • Design and launch competitive programs focused on winning market share from key competitors • Structure compelling promotions and pricing frameworks with clear financial and strategic benefit to Zendesk, partners, and customers • Drive initiatives to reduce discounting and strengthen pricing discipline across global sales and partner motions Growth & Lifecycle Analytics • Own CLTV, CAC payback, attach/expansion, and monetization analytics frameworks and reporting dashboards. • Monitor ARR/NRR, attach rates, and deal cycle metrics to drive ongoing performance optimization via pricing Qualifications • Bachelor's degree in Business, Finance, Economics, or a related quantitative field; MBA preferred. • 10+ years of experience in pricing strategy, with at least 5 years in a leadership role within a SaaS company. • Strong analytical and quantitative skills, with proficiency in financial modeling and data analysis tools. Deep fluency in pricing research methods (WTP, conjoint, elasticity, AB testing) • Proven ability to translate complex data into actionable pricing strategies and business insights. • Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. • Demonstrated ability to lead and develop a high-performing team. • Strong project management skills with the ability to manage multiple initiatives simultaneously. • Proven success leading pricing for multi-product portfolios at scale. • Experience leading cross-functional executive initiatives and influencing at the C-suite level. Nice to have • Experience monetizing AI and automation features in SaaS. • Knowledge of customer service, contact center, and employee service software. • Experience in usage or consumption-based pricing models is a huge plus. • Experience in large-scale pricing programs or revenue model transitions. The US annualized base salary range for this position is $206,000.00-$308,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The Intelligent Heart Of Customer Experience 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 believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Create and maintain customer segments and activation workflows, manage CDP administration, collaborate cross-functionally to translate business needs into platform capabilities, and ensure compliance with data governance policies. | Hands-on experience with Adobe Real-Time CDP, expertise in audience creation and data ingestion, intermediate SQL skills, strong understanding of data quality and governance, and excellent project management abilities. | Zendesk’s Global Marketing Operations team is seeking an experienced CDP Contact Strategist to join our growing data management practice. This is a unique opportunity to grow and learn in a dynamic and fast-paced environment. This person will create and maintain customer segments, audiences, and activation workflows for marketing teams, while supporting CDP administration. This role will help ensure reliable data integrations with multiple data sources and enable great experiences through relevant, personalized marketing programs. The role demands a robust technical background, exceptional problem-solving skills, and the ability to work cross-functionally across the organization. This person will also be responsible for designing and collaborating with teams of technical data engineers and architects to enable the foundational components of audience creation in our Adobe Real-Time CDP. The ideal candidate has an established track record of strategizing, creating, and managing audiences in Adobe RTCDP. Key Responsibilities: • Create and maintain customer segments, audiences, and activation workflows for marketing teams. • Maintain profile and segmentation definitions, activation schedules and destination integrations. • Consult with Marketing to gather and prioritize use case requirements and translate them into technical data requests. • Collaborate cross-functionally to translate business needs into platform capabilities. • Enforce data governance, privacy, and compliance policies related to customer data. • Continuously optimize audience performance based on analytics and user feedback. • Establish data best practices, including audience segmentation and activation among the global marketing community. • Provide ongoing support and training to AEP end-users, ensuring they can utilize the platform effectively for their needs. • Extract, analyze, and interpret data from the CDP to drive actionable insights for targeted marketing campaigns. • Develop and deliver reports on audience insights, campaign performance, and data health metrics, aiding decision-making processes. • Ensure CDP operations adhere to data privacy laws (GDPR, CCPA, etc.) and comply with Zendesk’s data governance policies. Desired Skills and Experience • Hands-on experience configuring and managing Adobe Real-Time CDP • Proven expertise in creating campaign audiences, ingesting data from a variety of sources, configuring identity resolution, and connecting destinations for activation • Intermediate SQL query writing and experience working multiple tables and subqueries and analytics data warehouses (e.g. BigQuery, MySQL, Snowflake) • Strong understanding of data integration, data quality, and data governance principles. • Excellent project management skills with the ability to manage multiple projects simultaneously and meet deadlines. • Self-starter with high motivation to succeed in a fast-paced work environment. Tagged as: CDP, data management

Analyze customer data to drive retention and adoption, build dashboards and reports, partner with leadership to define success metrics, and support analytics initiatives across teams. | 5+ years in analytics or BI roles preferably in B2B SaaS, proficiency in SQL, Excel, BI tools, understanding of customer success and retention models, and strong communication skills. | Job Description The Customer Success Strategy & Automation Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement—all in service of our goal of delivering best-in-class customer experience. We’re looking for a Data Analyst to join our team. In this role, you’ll turn complex customer data into actionable insights that help drive retention, product adoption, and expansion — all in service of our mission to drive best-in-class GRR. You’ll be a strategic partner to Customer Success leaders, surfacing trends and retention drivers that improve decision-making, scale best practices, and ultimately lead to more successful customers. Responsibilities: • Analyze customer data including health scores, product usage, support trends, and CS engagement data • Build dashboards and reports to track key metrics related to GRR, adoption, retention, and risk • Partner with CS leadership to define success metrics and provide insight into their book of business and team performance • Analyze key churn and contraction drivers at different customer lifecycle stages to identify areas of opportunity • Provide retrospective analysis on churned customers to inform Zendesk’s retention strategy • Support segmentation, headcount planning, and coverage model analysis • Drive CS analytics initiatives in partnership with RevOps, Enterprise Data and Analytics, and Product teams • Translate business questions into actionable reporting and dashboards Qualifications: • 5+ years of experience in an analytics or business intelligence role, preferably in a B2B SaaS environment • Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred) • Understanding of customer success, retention, and post-sales engagement models • Strong business acumen and ability to tie analysis to strategic impact • Experience working with cross-functional stakeholders, including CS, Sales, and Product • Strong communication skills — ability to explain data insights to non-technical audiences • Experience working as an analyst supporting Customer Success preferred • Experience working with Gainsight, Salesforce, or Snowflake preferred This is a high-impact role at the intersection of technology and customer value. You’ll directly enable Zendesk’s Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2025 and beyond. The US annualized base salary range for this position is $113,000.00-$169,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experience 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 believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead design and architecture of scalable contact center solutions using Zendesk, Amazon Connect, and AWS, provide technical leadership and mentorship, support pre-sales activities, and ensure security and compliance. | Minimum 10 years in solution architecture with 5+ years in contact center technologies including Zendesk and Amazon Connect, strong AWS expertise, leadership skills, and preferably Python or Node.js experience. | Job Description About Us: Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency. Position Overview We are seeking a seasoned Senior Platform Architect with deep expertise in contact center technologies and CX Suites preferably, Zendesk, Amazon Connect, and AWS. This role will drive the design and implementation of scalable, efficient, and innovative customer service solutions, ensuring seamless integration across platforms. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise in architecting best-in-class contact center solutions. Core Daily Activities • Architect and Optimize Contact Center Solutions – Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk. • Lead Technical Strategy and Roadmap – Define long-term technology strategies for contact center modernization. • Provide Technical Leadership and Mentorship – Guide other presales specialists with best practices in solution design for CCaaS. • Drive Innovation and Emerging Technology Adoption – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant. • Ensure Security, Compliance, and Best Practices – Maintain governance standards and compliance with industry regulations. • Support Pre-Sales Activities – Conduct business and technical discovery, solution design, solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients. • Develop Technical Documentation and Sales Collateral – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams. • Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to align on best practices and technology advancements. Key Responsibilities • Strategic Leadership: Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices. • Solution Design: Lead the design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services to enhance customer experience and operational performance. • Integration Management: Architect seamless integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization. • Technical Oversight: Guide pre-sales specialists, ensuring adherence to architectural best practices, security standards, and high-quality solution delivery. • Stakeholder Collaboration: Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive consensus on architectural decisions. • Innovation and Best Practices: Stay ahead of industry trends and emerging technologies in contact center platforms, advocating for continuous improvement and innovation. • Governance: Establish and enforce governance frameworks for security, compliance, and optimal performance of customer service solutions. Qualifications • Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration • Experience: Minimum of 10 years in solution architecture, with at least 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk • Technical Expertise: Strong proficiency in designing and implementing scalable solutions using Zendesk, Amazon Connect, AWS Lambda,Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS • Leadership Skills: Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment. • Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders. • Problem-Solving: Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges. Preferred Qualifications • Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms. • Industry Knowledge: Experience in designing omnichannel contact center solutions, including voice, chat, and AI-driven automation, Workforce Engagement Management (including workforce and quality Management), contact center reporting and analytics tools • Agile Methodologies: Experience working within Agile and DevOps frameworks. The Intelligent Heart Of Customer Experience 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 believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and grow a regional team to build strategic partnerships with startups, VCs, and accelerators to drive Zendesk adoption and market expansion across the Americas. | 12+ years professional experience with 5+ years managing teams, proven success in startup partnerships and ecosystem engagement across US, Canada, and LATAM, strong network and strategic leadership skills. | Job Description Zendesk for Startups empowers startups to scale and thrive by delivering best-in-class customer experience solutions. With over 160,000 customers globally, we’ve supported trailblazing companies such as Slack, Uber, Instacart, Coinbase, Nubank, Limebike, and Deliveroo from their earliest stages. Our mission is to drive sustainable startup growth through strategic partnerships, vibrant community engagement, and innovative go-to-market programs. About The Role As the Director of Startup Partnerships for the Americas at Zendesk, you will lead and oversee the regional Partnership Managers and drive the overall business strategy across the US, Canada, and Latin America. You will build and manage a high-impact team responsible for cultivating strategic alliances with venture capital firms, accelerators, Zendesk Partners, and tech communities to accelerate startup adoption. Comfortable speaking on behalf of the company, you will represent Zendesk in various external forums and foster strong relationships with key ecosystem stakeholders. Focusing on customer acquisition, pipeline growth, and market expansion, you will design innovative partnership models, launch impactful programs, and ensure comprehensive support for portfolio companies throughout their lifecycle. Given that this is a new role, you will thrive in ambiguity, navigating evolving priorities while collaborating closely with internal stakeholders and external partners to drive engagement, growth, and lasting relationships within the startup ecosystem across the region. What You’ll Own & Lead • Develop and execute a comprehensive startup partnerships strategy tailored to the US, Canadian, and LATAM markets, aligned with global business priorities. • Build, lead, and inspire a team of partnership managers dedicated to fostering trusted relationships with VCs, accelerators, partners, and ecosystem leaders. • Establish and grow strategic partnerships that create valuable channels for startup engagement, growth, and Zendesk adoption. • Design, develop, and launch innovative go-to-market products and exclusive membership benefits that add clear value to startups through their growth journey. • Partner closely with Partner Marketing to design and execute co-marketing motions that amplify strategic alliances, extend ecosystem reach, and accelerate startup engagement and pipeline growth. • Collaborate with sales, marketing, and product teams to create aligned, integrated partnership programs that fuel pipeline growth and customer success. • Represent Zendesk at key industry and ecosystem events, delivering thought leadership and strengthening brand presence. • Continuously identify and prioritize a dynamic pipeline of high-potential startups to spotlight in regional narratives and public initiatives, enhancing their visibility and positioning Zendesk as a key partner within the ecosystem. • Track partnership program success through visible metrics and feedback, using insights to enhance and evolve engagement models. • Foster a culture of collaboration, innovation, and external partnership excellence within your team. What You Bring • 12+ years of professional work experience, expert technical knowledge. • 5+ years of management experience, • Proven experience in startup partnerships, ecosystem engagement, or business development—especially across North and Latin American markets. • Proven success managing and scaling diverse teams in multi-country settings with deep regional knowledge of US, Canadian, and LATAM startup landscapes. • Strong network and credibility with venture capitalists, accelerators, Zendesk Partners, tech hubs, founders, and ecosystem stakeholders in the Americas. • Strategic mindset with demonstrated ability to translate vision into clear objectives, actionable plans, and measurable business outcomes. • Excellent cross-functional leadership and influencing skills, comfortable engaging senior executives internally and externally. • Excellent external-facing communication skills with the ability to engage senior partners and represent Zendesk with authority and authenticity. • Entrepreneurial mindset, comfortable operating in ambiguity, and experienced at building programs and processes from the ground up. Nice to Haves • SaaS or enterprise software ecosystem experience focused on startup or innovation markets. • Familiarity with Zendesk product suites or customer experience technology. • Background in venture capital, startup acceleration, or as a founder/operator. • Experience working across distributed teams and managing multi-market programs. Who You Are You are a visionary ecosystem builder and connector, passionate about helping startups succeed through meaningful partnerships. Agile and highly strategic, you excel at inspiring teams and partners to deliver impact and innovation. You thrive in dynamic environments and bring both tactical rigor and creative problem-solving to your role. Join us and lead Zendesk for Startups’ partner ecosystem expansion across the Americas. The US annualized base salary range for this position is $186,000.00-$278,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The Intelligent Heart Of Customer Experience 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 believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.