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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in AI-powered customer support, with a focus on operational excellence, P&L management, and the development of knowledge operations. Proven ability to drive transformation and optimize support systems in complex enterprise environments.
Highest-signal resume keywords
AI-Powered Support OptimizationP&L ManagementGlobal Team LeadershipKnowledge Operations ExpertiseCustomer Experience Transformation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AI Resolution QualityCost-Per-Resolution AnalysisDeflection StrategySLA Performance ManagementCommercial Strategy DevelopmentCapacity PlanningOrganizational TransformationWorkforce EvolutionTechnical Support OperationsAnalytics and Operational Intelligence
Soft Skills
Executive-Level InfluenceCross-Functional CollaborationLeadership DevelopmentCommunication SkillsProblem-Solving
Tools & Technologies
ZendeskAI-Enabled Support TechnologiesCustomer Support AnalyticsKnowledge Architecture
Industry Keywords
Enterprise SaaSCustomer SupportAI-Powered Customer Experience24/7 Technical SupportSupport Economics
About the role
Key responsibilities & impact- Lead Zendesk’s global customer support organization and define the future of AI-powered customer experience
- Own the performance and evolution of AI-powered support across email, messaging, voice, and self-service
- Drive autonomous resolution, deflection quality, CSAT, FCR, SLA performance, and cost-per-resolution
- Define AI-to-human escalation strategies and establish AI quality, risk, and governance frameworks
- Build feedback loops that improve AI, workflows, and knowledge
- Lead a 300+ person global advocate organization delivering 24/7 technical support
- Develop career paths, competency frameworks, and operating models for an AI-augmented workforce
- Serve as executive authority for high-sensitivity customer escalations and critical customer moments
- Own strategy, operations, and P&L for Zendesk’s monetized Premier support business
- Define premium support offerings, pricing, capacity, commercial models, and outcome-based metrics
- Build knowledge operations and intelligence infrastructure to support AI at scale
- Lead Zendesk’s internal Center of Excellence using its platform in production
- Partner cross-functionally with Product, Engineering, Sales, Customer Success, Renewals, and Finance
- Establish operating cadences, dashboards, KPIs, and accountability mechanisms
- Represent Zendesk externally as a practitioner and thought leader in AI-powered CX
Requirements
What you’ll need- 20+ years of progressive leadership experience in enterprise SaaS, technology, or consulting
- 10+ years leading global, multi-functional teams
- Experience leading large-scale transformation within complex, enterprise customer support environments
- Experience operating and optimizing AI-powered support or service systems at production scale
- Deep expertise leading global, 24/7 technical support organizations serving complex enterprise customers
- Direct experience owning or scaling a revenue-generating support/Premier business, including P&L, commercial strategy, and capacity planning
- Strong understanding of knowledge operations and knowledge architecture’s influence on AI resolution quality
- Demonstrated success leading organizational transformation, role redesign, reskilling, and workforce evolution
- Strong commercial and financial fluency, including NRR, cost-per-resolution, deflection, and support economics
- Executive-level influence across Product, Engineering, Sales, Success, Renewals, and Finance
- Hands-on familiarity with Zendesk and AI-enabled support technologies, analytics, and operational intelligence
- Ability to travel approximately 20–25%
- Resume and a short note of no more than half a page describing a significant support or CX transformation, AI or automation changes, and measurable outcomes
Benefits
Comp & perks- Performance-based incentives
- Meaningful equity
- Benefits
- Hybrid working with flexibility to work remotely for part of the week
- Reasonable accommodations for applicants with disabilities and disabled veterans