Jobs at Zendesk

Handle high-volume inbound leads and existing customer inquiries through phone, Zoom, chat, and email. Conduct discovery calls, provide product demonstrations, explain Zendesk’s value, resolve questions, and support online conversions. Meet service-level agreements, productivity metrics, activity targets, pipeline goals, and revenue objectives while becoming a Zendesk product expert and representing customer needs.

Qualify high-volume inbound leads, identify sales opportunities, and pass qualified prospects to Account Executives. The role supports new business growth across EMEA through consultative communication, upselling, cross-selling, CRM management, and achievement of sales targets. Candidates should be fluent in Spanish, customer-focused, self-motivated, and able to work collaboratively in a multicultural hybrid team based in Lisbon.

Generate new business through outbound prospecting, cold calling, social selling, lead qualification, and pipeline development across EMEA. Build relationships with prospects, handle objections, meet sales targets, and collaborate with Account Executives. The role requires native German, English fluency, customer-centric communication, and hybrid attendance at the Lisbon office three days weekly.

Handles omnichannel customer support for billing, fraud, refunds, invoice inquiries, credit card issues, and Revenue Operations tickets. Responsibilities include ticket triage and reassignment, escalation of complex cases, SLA and performance tracking, stakeholder collaboration, and process improvement. The role requires accurate billing support, strong communication, attention to detail, and flexibility for weekend or peak-period coverage.

Lead strategy, vision, roadmap, and execution for Zendesk’s AI-augmented notifications and agent accountability products. Gather customer feedback, define scalable solutions, collaborate with engineering, design, marketing, sales, customer success, data science, and other teams, and own KPIs for adoption, productivity, customer satisfaction, and business impact. The role requires strong SaaS product development, AI/ML expertise, technical acumen, customer focus, and cross-functional leadership.

Own the vision, roadmap, and execution for the partner sales technology ecosystem. Lead integrations between Impartner, Salesforce, Adobe, and other GTM systems; optimize partner onboarding, enablement, deal registration, pipeline management, and payouts; improve channel revenue velocity; define KPIs; and coordinate with channel sales, revenue operations, engineering, and partner marketing teams.

Manage end-to-end deal processing for standard to medium-complexity transactions, ensuring accuracy, policy compliance, audit readiness, and revenue recognition support. Advise Sales on deal flow, quotes, and opportunity inquiries while collaborating with Finance, Legal, and Revenue teams. Escalate complex transactions, contribute to root cause analysis and process improvement, and consistently meet service-level agreements.

Leads Zendesk’s global AI Services Consulting organization, establishing strategy, operating models, service portfolios, governance, delivery standards, capacity planning, and commercial performance mechanisms. Builds leadership capability and scalable consulting operations while partnering with Sales, Customer Success, Product, Engineering, Finance, and executive customers. Drives measurable AI adoption, customer value, retention, expansion, delivery quality, and margin through repeatable enterprise services and cross-functional alignment.

Leads Zendesk’s global technical services organization, overseeing Technical Architects and Technical Account Managers delivering recurring and one-time post-sales services. Owns the organization’s strategy, operating model, P&L, service standards, metrics, and customer outcomes. Partners with Product, Engineering, Sales, Customer Success, and technical pre-sales to scale delivery, evolve forward-deployed services, and apply AI to improve productivity, efficiency, and customer value.

Designs and leads scalable contact center architectures using Zendesk, Amazon Connect, and AWS. Defines modernization strategies, oversees integrations, governance, security, and compliance, and mentors presales specialists. Supports discovery, solution design, demonstrations, proofs of concept, presentations, and technical documentation. Collaborates with business leaders, IT teams, vendors, and partners while driving innovation in omnichannel, AI-enabled customer service technologies.

Leads pre-sales value consulting engagements for Zendesk customers, shaping CX strategies, omnichannel roadmaps, value cases, and ROI analyses. Facilitates executive discussions, interprets KPI data, aligns technology capabilities with business objectives, creates thought leadership content, and guides implementation, change management, and value realization. Partners closely with sales, solutions consulting, customer success, and enablement teams to support deal closure and long-term customer value.

Drive enterprise revenue growth in the Netherlands by acquiring new customers, expanding existing accounts, managing complex SaaS sales cycles, and exceeding quarterly and annual targets. Build executive relationships, develop account and territory plans, lead value-based negotiations, maintain accurate forecasts, and collaborate with internal teams. The role requires strong B2B enterprise sales experience, solution selling, customer expansion expertise, and familiarity with Salesforce, Outreach, and Clari.

Provide Tier 2 omnichannel support for complex customer, billing, subscription, and revenue operations issues. Resolve and reassign tickets, explain invoices, manage subscription changes, maintain SLA performance, and escalate urgent issues. Collaborate with customers and internal teams, document root causes, address control deficiencies, and support process improvements and playbook updates. Serve as backup for Tier 1 and phone support while maintaining accurate, timely service.

Owns quota and drives adoption of Zendesk AI products across existing and new accounts. Partners with account executives to prospect, demonstrate, position, and close AI opportunities; leads proof-of-concepts, supports commercial modeling, identifies expansion opportunities, and enables sales teams. Requires strong AI product knowledge, value-based selling skills, customer engagement expertise, and experience exceeding sales targets.

Leads complex Zendesk implementations for enterprise customers from discovery through go-live. Designs solutions, configures workflows, manages workstreams, facilitates stakeholder sessions, develops testing and training plans, mitigates risks, and supports successful launches. Builds customer relationships, mentors consultants, collaborates with internal teams, and contributes reusable implementation best practices.

Partners with Product and Engineering leaders to provide financial analysis, forecasting, KPI reporting, budgeting, and strategic recommendations. Builds complex financial models for product launches, opportunity sizing, investment planning, and operational decisions. Owns monthly and quarterly reporting processes, improves financial systems and forecast accuracy, and collaborates with accounting and cross-functional stakeholders to identify risks, trends, and value creation opportunities.

Drive enterprise revenue growth by acquiring new customers, expanding AI and customer experience solution adoption, managing complex sales cycles, maintaining pipeline and forecasts, building executive relationships, and closing high-value deals. Develop territory and account plans, present consultative business cases, negotiate contracts, and collaborate with Customer Success, Solutions Engineering, Product, and leadership teams. The role targets technology enterprises across the Bay Area and requires travel as needed.

Provides technical consulting for Zendesk AI implementations, including configuration, integrations, optimization, adoption, training, and change management. Leads AI projects from planning through delivery, aligns solutions with customer goals, removes technical blockers, and drives measurable improvements in retention, satisfaction, and operational outcomes. Partners with Customer Success and Sales while advising technical and executive stakeholders.

Serve as a technical advisor to enterprise Zendesk customers, documenting their environments, developing technical roadmaps, leading operational reviews, coordinating internal resources, resolving critical issues, and advocating for customer needs. The role requires extensive technical and enterprise experience, strong communication, SaaS and API knowledge, and the ability to translate business objectives into measurable technical outcomes.

Build and scale ML-powered search and RAG capabilities at Zendesk scale. Collaborate with product, ML scientists, and engineers to design, deploy, and maintain reliable production services, improve relevance and ranking, optimize indexing pipelines, and mentor teammates while applying experiments and analysis to drive decisions.