Senior Zendesk AI, Automation & Execution Lead Job at N-iX

Senior Director of Support

Lead and scale global customer support organization at PagerDuty, developing vis...

Location

United States , San Francisco

Salary:

164000.00 - 276000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

10+ years of experience in customer support or customer success
At least 5 years in a senior leadership role
Experience with AI/automation in support - prefer AgentForce
Proven track record of building and scaling global support teams in a SaaS or technology environment
Strong analytical skills and experience with support metrics, reporting, and tools (e.g., Zendesk, Salesforce, etc.)
Excellent communication, leadership, and people management skills
Experience driving cross-functional initiatives and influencing at all levels of the organization
Passion for customer experience and a deep understanding of customer support best practices
Bachelor's degree required
advanced degree preferred

Job Responsibility

Develop and execute the global support strategy aligned with company goals and customer needs
Lead change management initiatives with emphasis on leveraging AI and automation
Lead, mentor, and grow a high-performing team of support managers and professionals across multiple regions and time zones
Drive operational excellence through process optimization, technology adoption, and data-driven decision making
Define and track key performance indicators (KPIs) to measure team performance, customer satisfaction (CSAT), and operational efficiency
Partner with Product, Engineering, Sales, and Customer Success to ensure seamless customer journey
Oversee support channels (email, chat, phone, self-service, etc.) and ensure consistent service delivery
Champion the voice of the customer internally
Manage support budgets, headcount planning, and vendor relationships
Ensure compliance with relevant regulations and standards (FedRAMP, GDPR, SOC2)

What we offer

Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent
Paid volunteer time off: 20 hours per year

Fulltime

Senior Technical Product Manager, Customer Service

Babylist's customer base is growing rapidly, serving over 9 million families ann...

Location

United States; Canada

Salary:

170357.00 - 204387.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

Experienced Product Manager, with 2-5 years of experience in an agile development environment
Experience in customer service, customer support operations, product operations, or similar domains
Worked in highly cross-functional roles, managing the needs of various technical and non-technical stakeholders when executing projects
Experience with systems integration, data flow, APIs and automation of manual processes, and you can discuss system architecture with technical counterparts
Able to work with ambiguity, and define executable projects from initially unclear priorities and requirements—particularly in greenfield or under-invested areas
Highly analytical, leveraging data and process improvement techniques to objectively define priorities and action items
Excellent written and verbal communication skills, and can express ideas effectively to both technical and non-technical audiences
Fast learner with an up-and-comer mentality, ready to grow your career beyond customer service into adjacent product areas

Job Responsibility

Drive the full product lifecycle for your roadmap - discovery, definition and validation, development, launch, and iteration
Lead the implementation of Sierra, our newly-signed AI chatbot platform, to achieve ambitious automation goals for customer interactions
Partner closely with a dedicated team of 3 engineers to define and execute on new initiatives, leveraging design, UX, and other customer-facing teams as necessary
Evaluate and optimize our customer service technology stack, including Zendesk, building AI-led workflows that replace manual processes with intelligent automation
Collaborate with Product and Engineering leadership to prioritize requests across many stakeholders, primarily including Customer Service Operations, Consumer Product teams, and Data
Build and maintain reliable knowledge centers (help articles) that serve both AI systems and human agents, ensuring accuracy as products evolve
Define meaningful and relevant metrics for your space, work with data and engineering teams to surface these metrics, and then contextualize and communicate the impact to the rest of the organization. Preference to be proficient in SQL, but not required
Partner closely with support operations leaders and CS managers to ensure technology solutions meet the practical needs of frontline teams

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Customer Support Manager

The Customer Support Manager takes ownership of Brighte's end‑to‑end contact cen...

Location

Australia , Sydney

Salary:

Not provided

Brighte Capital

Expiration Date

Until further notice

Requirements

Significant experience leading customer support or contact centre operations within financial services, lending, or other regulated environments
Demonstrated success owning and delivering performance against contact centre KPIs
Experience leading offshore or geographically distributed teams (Philippines experience highly regarded)
Hands-on experience owning and optimising Zendesk or similar customer support platforms
A strong operations leader who brings energy, structure, and momentum to teams who is pragmatic, execution-focused and inspires teams to perform at their best
Passionate customer advocate with a deep understanding of financial services customers
Comfortable operating in ambiguity and building scalable operating models
Strong analytical capability with the ability to translate data into clear actions, bringing confidence in balancing speed, quality, compliance, and people wellbeing

Job Responsibility

Own end‑to‑end contact centre performance across phone and email, delivering to key service targets and maintaining a strong operating rhythm that drives continuous improvement
Balance efficiency, service quality, compliance, and agent wellbeing, acting as the escalation point for complex or high‑risk customer matters
Forecast demand and ensure consistent coverage across business hours, after‑hours, and weekends, refining rostering and capacity models to support growth without compromising standards
Lead quality, compliance, and customer experience frameworks—ensuring high‑quality interactions, supporting customers experiencing vulnerability or financial hardship, and partnering with Risk, Compliance, and Lending to embed regulatory requirements
Turn customer insights into clear themes and improvement opportunities
Optimise Zendesk using automation and AI to lift efficiency and agent productivity
Build dashboards that surface volumes, performance trends, and emerging risks, translating operational data into actionable insights for senior leaders
Lead and develop a high‑performing, distributed team across Australia and the Philippines
Foster a culture of accountability, engagement, and collaboration, owning onboarding, training, and capability uplift to ensure teams deliver exceptional support

What we offer

Flexible working arrangements to suit individual needs and a hybrid work model
Free lunch on Mondays
Weekly Thursday social event
Opportunity to join Employee Share Option Plans (ESOP)
Stocked pantry with snacks
Carefully curated collection of wines and beer on tap
End-of-trip facilities with towel service and hair dryers
Anniversary leave

Fulltime

Senior Data Scientist

At Vanta, our mission is to help businesses earn and prove trust. We believe tha...

Location

United States; Canada

Salary:

Not provided

Vanta

Expiration Date

Until further notice

Requirements

Have at least 4 years of experience working with data as a data scientist / analyst in an applied business context
Deep experience with data visualization
Professional experience with statistics and analytical techniques
Experience with experiment design and hypothesis testing in small n experiments
Building models for predicting the P(churn) of a customer
Building models for predicting risk
Intense curiosity about data, the world, where they match, and why they do or don’t
Product lifecycle expertise, in particular converting a product experience into a growth analytics framework
Executive communication skills. You can tell a compelling story about the status quo
Deep understanding of Product analytics stacks (Heap, Amplitude, StatSig, client stride tracking, and browser mechanics) and integration of product data with Customer Success teams

Job Responsibility

Write DBT SQL pipelines to automate and manage data assets in Snowflake for our product partners
Python/R with Hex.tech to conduct statistical analysis of product usage and engagement data
Work in Sigma Computing to find insights in our customer journey
Conduct and manage business enhancing analytical projects: defining and predicting churn, specifying and building a product
Set the bar high for what is expected of predictive analytics projects
Define the analytics practice for our Product Analytics efforts
Help craft our AI and LLM measurement practices
Lead Analytics Reviews with C-level partners

What we offer

Offers Equity
Eligible for medical benefits
401(k) plan
Other company perk programs
Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
16 weeks fully-paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who report to the SF and NYC office
Family planning benefits

Fulltime

New

Us/uk Private Client Tax Manager

Our client is a Private Equity backed large European focussed accountancy firm. ...

Location

United Kingdom , London

Salary:

Not provided

International Tax Search

Expiration Date

Until further notice

Requirements

US tax qualification such as CPA/EA are essential

Job Responsibility

Advise US/UK tax clients in connection with their tax affairs
Manage a comprehensive client list, provide line management and to make a significant contribution to the operational success of the Firm
Make a direct contribution to the achievements of the performance targets, aims and objectives of the business
Management team duties including department work planning, appraisals, and directly guiding more junior team members on both technical and day to day matters

Fulltime

New

Retail Store Manager

This role requires the ability to work lawfully in the U.S. without employment-b...

Location

United States , Rockland

Salary:

Not provided

Spectrum

Expiration Date

Until further notice

Requirements

3-5 years of sales and customer service experience
Working inside a retail store environment
High level of comfort with personal technology
Intermediate knowledge of software programs, including Excel, Word, and PowerPoint
Lift up to 35 lbs. and stand for prolonged periods of time
Travel and flexibility to support store hours as business needs dictate

Job Responsibility

Collaborating with peers to build high preforming teams through best practice sharing
Coaching and developing sales reps to reach their personal and professional goals
Ensuring store success by building positive customer relationships while utilizing probing techniques to overcome obstacles
Communicating with customers in a retail setting, delivering a positive company image while exceeding operational metrics

What we offer

Comprehensive pay and benefits package
Training and career development opportunities

Fulltime

New

Pre-Sales Marketing Strategist and Enablement Lead

We are looking for a Pre-Sales Marketing Strategist and Enablement Lead who will...

Location

United States , Tenafly

Salary:

Not provided

42DM

Expiration Date

Until further notice

Requirements

3+ years in B2B marketing (agency, consultancy, or B2B SaaS), with hands-on experience across GTM strategy and execution: demand gen, ABM, inbound, paid, lifecycle, and SEO/AEO
Experience supporting consultative sales cycles (pre-sales discovery, solutioning, proposals, strategic scoping, SOW inputs)
Strong client-facing communication skills, comfortable engaging US-based tech decision makers and executive stakeholders
Strong discovery skills: able to understand complex B2B tech products quickly and translate context into clear marketing priorities
Solid grasp of full-funnel pipeline mechanics (how programs translate into SQLs and revenue)
Ability to convert discovery into a commercially sound scope (deliverables, timeline, assumptions, success metrics, and pricing logic)
Strong writing and packaging skills for client-facing and enablement assets (proposals, decks, one-pagers, case studies, talk tracks, battlecards, objection handling)
Able to use analytics and research tools (Google Analytics, Search Console, Ahrefs, Semrush, similar) to extract quick insights for pre-sales audits: traffic sources, top pages, keyword footprint, conversion paths, and tracking gaps
Working knowledge of HubSpot and modern MarTech stacks (comfortable operating in HubSpot
admin-level expertise not required)

Job Responsibility

Pre-sales consulting and offer preparation (core): Join selected sales calls as a subject matter partner
Turn discovery notes into a clear, tailored offer: scope, approach, timeline, success metrics, assumptions, and pricing logic
Develop proposal narratives that are outcome-driven and credible, not generic
Create or refine SOW-ready deliverables with delivery leads to ensure feasibility
Sales enablement and collateral ownership (core): Own the sales collateral library: pitch decks, one-pagers, case studies, battlecards, objection handling, FAQ, capability sheets
Standardize how we present packages, phases, and proof points across offers
Create “modules” that can be reused across proposals (industry angle, ICP framing, channels, measurement plan)
Coach AEs on positioning, talk tracks, and how to sell the strategy confidently
AI and automation for offers (core): Build and maintain an AI-assisted offer-building system: templates, prompt library, content modules, QA checklist
Reduce manual work and improve consistency without losing strategic quality

What we offer

Competitive compensation package (salary range provided in the offer)
Work flexibility — fully remote setup with adaptable hours, and the possibility of hybrid collaboration in part if desired
Paid time off — vacation, sick days, and company-wide holidays (with floating days included)
Professional development — access to HubSpot Academy, internal trainings, individual development plans, and reimbursement for approved external courses (subject to approval)
Company-provided equipment — including computer and key resources

Fulltime

New

Senior Program Manager

Capstone IT is helping our client find a Senior Program Manager who will lead de...

Location

Salary:

Not provided

Capstone IT Staffing

Expiration Date

Until further notice

Requirements

10+ years of experience in Project or Program Management
Experience managing large enterprise programs ($100M+ budget, 200+ resources)
Strong vendor management experience with large technology partners
Experience delivering Business-to-Consumer (B2C) applications
Expertise in schedule, resource, and financial tracking/reporting
Experience coordinating multi-workstream enterprise programs
Experience managing risks, issues, dependencies, and mitigation plans
Experience driving testing cycles including System Integration Testing and UAT
Executive-level communication and stakeholder management

Job Responsibility

Lead program delivery for migration to a third-party customer service application
Manage a large enterprise program ($100M+, 200+ resources) across multiple workstreams
Oversee vendor delivery and hold partners accountable for milestones and performance
Track project milestones, delivery velocity, and vendor commitments independent of vendor plans
Identify risks, dependencies, and issues
develop mitigation strategies
Improve program structure and execution discipline where delivery has stalled
Coordinate infrastructure readiness, environments, hosting, and deployment planning
Drive System Integration Testing (SIT), User Acceptance Testing (UAT), and go-live readiness
Manage project change requests including impact analysis and justification

Senior Zendesk AI, Automation & Execution Lead

N-iX

Location:
Ukraine

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 19, 2026

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