Director, Customer Service IT jobs in United States
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Zendesk · 2 days ago

Director, Customer Service IT

positionMadison, WI
timeFull-time
remoteHybrid
seniorityDirector/Executive
money$166K/yr - $248K/yr
date10+ years exp

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. The role focuses on customer service technology, AI integration, and ensuring seamless operation and enhancement of customer service applications.

Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
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H1B Sponsor Likelynote

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 our business partners to design and implement scalable, efficient customer service and support processes, with a strong focus on leveraging AI solutions

Qualification

Customer service technologyAI solutions deploymentZendesk softwareChange managementTeam leadershipProject managementAgilityTeam developmentInterpersonal skillsProblem-solving skills

Required

Bachelor's degree in Business, Information Technology, or a related field
10+ years of experience in IT managing customer service platforms
At least 5 years in a leadership capacity
Proven experience and knowledge of customer service and support applications supporting OTR processes (e.g., CRM systems, ticketing systems, knowledge base software)
Demonstrated ability to meaningfully apply AI to creatively solve business and technical problems
Demonstrable experience in building and developing globally distributed technical teams
Excellent problem-solving, organizational, and project management skills
Strong interpersonal and communication skills
Experience driving scalability in fast-paced, high-growth environments
Proven ability to drive change and manage complex projects

Preferred

An MBA or relevant certification
Familiarity with key customer service platforms such as Zendesk software

Benefits

Bonus
Benefits
Related incentives

Company

Zendesk

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Zendesk develops a customizable customer service platform for organizations.
dateFounded in 2007
location
San Francisco, California, USA
people-size5001-10000 employees
web-link
http://zendesk.com

H1B Sponsorship

Zendesk has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)

Funding

Current Stage
Public Company
Total Funding
$85.5M
Key Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant

Leadership Team

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Mikkel Asger Svane
CEO and Co-Founder
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Adrian McDermott
CTO
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Recent News

Index Ventures
Index Ventures Portfolio
2026-01-06
Small Business Trends
Zendesk Boosts Employee Service with Unleash AI Acquisition
2026-01-04
Small Business Trends
Zendesk Teams Up with AWS to Revolutionize AI-Driven Contact Centers
2025-12-25
Company data provided by crunchbase