Manager, Zendesk

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 175,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. 

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

As the Manager, Zendesk, you will own the strategy, deployment, administration, and continuous improvement of our Zendesk ecosystem and related integrations that power our Customer Experience operations. You’ll be the technical and operational backbone for how our support teams work—designing scalable workflows, implementing automations, building reliable data flows, and integrating Zendesk with our broader GTM and product stack. You’ll partner closely with CX leadership, RevOps, Product, Engineering, and Data teams to deliver a frictionless customer and agent experience, measurable outcomes, and a best‑in‑class support platform.

Your success will be measured by improvements in routing accuracy, time‑to‑resolution, agent productivity, self‑serve deflection, data quality, and customer satisfaction.

What we’re looking for:

• 4+ years administering Zendesk in a high‑scale customer support or CX operations environment, including end‑to‑end implementations and major redesigns.

• People leadership experience (1-2 years minimum), including hiring, coaching, setting goals, and managing performance for direct reports.

• Proven ability to lead change management initiatives, foster cross-functional alignment, and ensure adoption of new processes and tools.

• Strategic mindset with the ability to balance day-to-day operational needs with long-term platform vision and roadmap planning.

• Demonstrated expertise with automations, triggers, macros, SLA policies, skills‑based routing, multi‑brand, dynamic content, user/org architecture, and Sunshine/custom objects.

• Hands‑on integration experience with Salesforce, Gainsight, Productboard, Calendly, Zoom, Jira, Qualtrics, Seismic, and Looker (not necessarily all, but a strong mix), including APIs, webhooks, middleware/iPaaS (e.g., Workato, Tray, Zapier), or custom services.

• Strong SQL and comfort with API tools (e.g., Postman), JSON, and event/webhook patterns; familiarity with secure data design, PII handling, and SCIM/SSO.

• Proven experience building scalable Explore and/or Looker dashboards and defining trustworthy KPI definitions.

• Excellent stakeholder management, requirements gathering, solution design, documentation, and cross‑functional communication skills.

• Track record of measurable impact on CSAT/NPS, TTR/FRT, deflection, agent productivity, and data quality.

• Zendesk Admin Certification(s); Salesforce Admin or Gainsight Admin certification is a plus.

• Experience deploying Zendesk Messaging/Bots, QA tooling, WFM/forecasting, and multi‑language knowledge programs.

• Experience with product analytics/usage data and customer health modeling to power routing and prioritization.

• Familiarity with call center technologies (Talk/voice), telephony/IVR, and conversation recording policies.

• Experience supporting multiple regions, brands, and complex entitlement models.

What you can expect:

• Zendesk Ownership & Governance

  • Serve as primary admin and platform owner across Zendesk Support, Guide, Messaging, Talk, Explore, and Copilot AI configuration.

  • Establish platform governance, change control, release planning, and documentation standards.

• Implementation & Deployment

  • Lead greenfield deployments or re‑implementations/migrations, including business requirements, solution design, sandbox testing, UAT, cutover, and post‑launch hypercare.

  • Design scalable structures (brands, groups, roles, schedules, SLAs, dynamic content, user/Org models) and data architecture (custom fields/objects, Sunshine).

  • Build and optimize automations, triggers, macros, views, and routing, including skills‑based routing, priority queues, and escalation paths.

• Integrations & Data Flow

  • Own the design, build, and maintenance of integrations between Zendesk and key systems: Salesforce, Gainsight, Productboard, Calendly, Zoom, Jira, Qualtrics, Seismic, and Looker (plus other common CX/RevOps tools).

  • Implement and maintain secure data syncs (users, accounts, product usage, health scores, entitlements), event/webhook automations, and bi‑directional workflows (e.g., case↔ticket, bug escalation, success handoffs).

  • Partner with Data/Analytics teams to model support data and publish trusted datasets/semantic layers for BI and operational reporting.

• Knowledge & Self‑Serve

  • Administer Zendesk Guide, taxonomy, permissions, and content governance; drive deflection via knowledge, macros, bots, and in‑product help surfaces.

  • Partner with Product and PMM to convert product change notes into actionable knowledge.

• Reporting & Insights

  • Build reliable dashboards in Explore and/or Looker for leaders and frontline teams (SLAs, FRT, ART, TTR, backlog health, QA, deflection, NPS/CSAT/CES).

  • Define metric definitions and ensure data integrity, deduplication, and consistent IDs/keys across systems.

• Quality, Compliance & Reliability

  • Implement QA, conversation audits, disposition standards, and tagging frameworks.

  • Ensure platform security, SSO/SCIM, permissions hygiene, data retention, and compliance with relevant policies.

  • Monitor platform performance and runbooks for incident response, including on‑call rotations as needed.

• Enablement & Change Management

  • Deliver training, knowledge articles, and change communications; create admin and agent playbooks.

  • Partner with CX leadership to forecast capacity, evaluate tooling, and run experiments that improve experience and efficiency.

• Team Leadership:

  • Set clear expectations, priorities, and performance standards for direct reports and cross-functional contributors. Provide coaching, feedback, and career development opportunities, while identifying and cultivating future leaders through delegation, mentorship, and skill development. Foster a culture of accountability, collaboration, and continuous improvement.

• Change Management:

  • Guides teams and stakeholders through platform and process changes by clearly communicating purpose and impact, embedding updates into team workflows and reinforcing adoption. Proactively surface and address concerns, provide resources and training, and measure adoption to ensure sustained success.
    
    
    

Core Hours & Availability:

• Standard core working hours apply, but given the responsibility for this tool, there may be occasions where work is required outside of regular hours to address outages or urgent issues.

USA-based roles only: The annual base salary for this role is between $111,000 USD and $150,000 USD plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $109,000 CAD and $147,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

Our culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone . Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work

We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.

What we offer

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing

👶 Maternity and parental leave top-up programs

🩺 Competitive health benefits

🏝 Generous PTO policy

Growth and future

📈 RSU program for most employees

💸 Retirement matching program

🔑 Free 1Password account

Community

🤝 Paid volunteer days

🏆 Peer-to-peer recognition through Bonusly

🌎 Remote-first work environment

*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

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