This role is responsible for leading the strategy, operations, and performance of a high-volume, multi-channel customer support organization anchored in best-in-class Zendesk platform optimization
Job Summary
This role is responsible for leading the strategy, operations, and performance of a high-volume, multi-channel customer support organization anchored in best-in-class Zendesk platform optimization.
The successful candidate will implement and refine AI chatbots, virtual assistants, and self-service flows to reduce contact volume and improve speed to resolution.
You will partner closely with technology, revenue, marketing, and compliance teams to align on customer needs and drive product and process improvements through data insights.
Matching Summary
This role is responsible for leading the strategy, operations, and performance of a high-volume, multi-channel customer support organization anchored in best-in-class Zendesk platform optimization.
Skills & Requirements
Must-have
Zendesk platform ownership and configuration
AI chatbot and automation implementation
Omnichannel contact center leadership
Operational forecasting and scheduling
Customer experience strategy development
Nice-to-have
Project management or process improvement certifications
Digital service transformation experience
Strong stakeholder alignment skills
Executive-level presentation abilities
Key Requirements
Bachelor's Degree in business administration or related field
10+ years of experience in customer support or call center operations
5+ years of middle management experience leading large-scale teams
Deep hands-on experience with Zendesk advanced configuration
Direct experience implementing AI-powered automation tools