Director, Premier Support

Job Description

We are seeking an experienced and strategic Director to lead a group of leaders within our white glove Premier Support team. Their teams are highly technical product support specialists covering the depth and breadth of our products across our high touch customers. This role will oversee a team of skilled professionals, driving operational excellence, team development, and ensuring alignment with company objectives. The Director will be pivotal in scaling our operations, enhancing team performance, and delivering impactful results in a dynamic SaaS environment.

Key Responsibilities

• We are looking for a people leader first. We believe that the key to a great service and support experience starts with people.

• Lead and mentor a team of direct reports, fostering a high-performance and collaborative culture.

• Develop and execute strategic plans to meet team and company goals.

• Drive cross-functional collaboration with other departments such as Sales, Product, Marketing, and Engineering.

• Monitor key performance indicators (KPIs) and continuously optimize team processes for efficiency and quality.

• Have developed and implemented metrics that quantify the specific needs of high-touch teams and their customers to successfully navigate and grow the business

• Manage resource allocation, and forecasting within the team.

• Identify talent gaps, hire strategically, and support professional development initiatives.

• Act as a liaison between the team and executive leadership, communicating progress, challenges, and opportunities.

• Champion customer-centric approaches ensuring outstanding service and product delivery.

• Have experience supporting multi-channel environments with different customer segments that each have their own needs

• Stay abreast of industry trends and SaaS best practices to continually evolve team strategies.

Qualifications

• Bachelor’s degree in Business, Computer Science, Engineering, or related field; MBA preferred.

• 7+ years of leadership experience, preferably in SaaS or technology companies.

• Proven track record managing small to mid-sized teams (5+ members) with measurable success.

• Strong strategic thinking with hands-on operational management skills.

• Exceptional communication, interpersonal, and stakeholder management abilities.

• Experience with SaaS metrics, customer success, or product management is highly desirable.

• This role requires flexibility beyond standard office hours to meet the demands of a fast-paced, dynamic environment.

• Ability to manage remote or distributed teams effectively.

• Proficiency in relevant tools (e.g., CRM, gsuite, analytics platforms).

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.