Teams at Zendesk

Provides technical consulting for Zendesk AI implementations, configurations, optimization, adoption, and integration. Leads AI projects end to end, advises customers on solution design, delivers training and change management, removes technical blockers, and aligns AI roadmaps with measurable business outcomes. Collaborates with Customer Success and Sales to improve adoption, retention, satisfaction, and expansion while communicating complex AI concepts to executive and nontechnical stakeholders.

Manage proposal and RFP responses from kickoff through submission, coordinating Sales, Presales, Legal, Security, and subject-matter experts. Own final response documentation, ensure quality and compliance, manage schedules and deadlines, improve RFx processes, and coach sales teams on procurement best practices. The role requires Spanish, English, and Portuguese fluency and is based in Mexico City or Mexico State.

Leads a global Technical Support organization serving customers after AI-assisted support. Sets strategy, operating models, service metrics, capacity planning, and workforce programs; develops senior leaders; partners with Sales, Customer Success, Product, Engineering, and Finance; manages escalations and executive communications; and drives the transformation of human support into a proactive, AI-aligned workforce.