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data analysis ai zendesk kpis automation📋 Description
- Lead and grow a global CX team across time zones.
- Build CX strategy for multiple product lines and services.
- Own CX systems; optimize Zendesk workflows, automations, dashboards.
- Design scalable processes with playbooks, SOPs, escalations.
- Define KPIs (CSAT, NPS, resolution time) and drive improvements.
- Be the voice of the customer; partner with Product/Operations/Engineering.
🎯 Requirements
- 6-10 years in CX leadership; 3+ years managing teams (global/remote preferred).
- Zendesk expert; able to work with product and engineering.
- Proven CX scale in high-growth SaaS/tech environments.
- Data-driven: define KPIs, analyze trends, drive improvements.
- Strong leadership: communication, coaching, team-building.
- Bonus: Zendesk certification; AI/self-service CX; logistics familiarity.
🎁 Benefits
- Impact: Build a global CX org shaping customer experience.
- Ownership: Run strategy end-to-end; innovate.
- Innovation: Hands-on with tools, automation, and AI.
- Growth: Career development and leadership growth.
- Culture: Remote-first team focused on excellence.
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