About the position
At Zendesk, we create software that powers exceptional customer service. Our easy-to-use & AI powered tools enable support teams to resolve issues quickly and efficiently. By keeping the customer at the center of the experience, our products help businesses to build personal connections and deliver seamless support across multiple channels-like email, chat, social media, and phone. We are looking for a Product Designer to help elevate the core capabilities of our email and ticketing platform. In this role, you'll directly influence the vision for how administrators set up, assign, and organize their team's workflows while simultaneously enhancing the agent experience to drive overall productivity. You'll have the opportunity to design intuitive, scalable experiences that empower support teams to work more efficiently while enjoying the flexibility and control they need. By collaborating closely with Product Management, Engineering, Content Design, Research, and fellow designers, you will be instrumental in expanding essential capabilities that cater to a diverse range of customers, from small startups to large enterprises.
Responsibilities
- Contribute to the end-to-end design strategy for the ticketing platform, balancing simplicity with deep functionality.
- Collaborate closely with PMs, engineers, and data scientists to evolve workflow capabilities.
- Help define and refine interaction models that make complex workflows easy to configure and manage.
- Present your ideas to stakeholders, defend design decisions and incorporate feedback into the design cycle.
- Partner with our Product and User Research, leverage insights to improve usability, adoption, and customer satisfaction.
Requirements
- 5+ years of experience in SaaS product design, with a background in enterprise UX.
- Ability to operate in a technical environment and help visualize the impact of technical decisions on the global user experience.
- Ability to design scalable, data-driven experiences for complex products, demonstrating systems thinking-balancing flexibility with ease of use in dynamic rule-based interfaces.
- Strong collaboration skills, working cross-functionally to contribute to strategic decisions. Able to communicate and present to stakeholders.
Nice-to-haves
- Experience with customer support platforms, ticketing systems, setup management.
Benefits
- Base salary range of $150,000.00-$226,000.00.
- Eligibility for bonus, benefits, or related incentives.
- Hybrid work model allowing flexibility to work remotely for part of the week.
