Extract and maintain support data, build pipelines and dashboards, analyze ticket trends and customer journeys, identify automation opportunities, and translate insights into prioritized improvements. The role implements Zendesk workflows and APIs, supports AI and automation initiatives, runs experiments, measures business impact, and communicates findings to technical and non-technical stakeholders.

The AI Lead will design, develop, and implement AI solutions to enhance the SDLC stages, mentor teams, and ensure responsible AI practices.

Lead AI-enabled customer support initiatives across a SaaS product portfolio. Identify and implement AI triage, automation, deflection and self-service improvements. Own and optimize Zendesk AI capabilities, collaborate with support, product and operations, define success metrics, and communicate outcomes to stakeholders.