Manager, Zendesk

Manager, Zendesk

At 1Password, we are 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 workdesigning 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 :

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

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

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).

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

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

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

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

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.

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 :

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 $147,00