Job Description

Zendesk builds software crafted to improve the customer experience. We lead the industry with breathtakingly simple software, but we’re constantly innovating and can’t wait to outdo ourselves in the future!

Design is an integral part of everyday life at Zendesk. We believe in a collaborative working style, working hand in hand with Product Managers, Engineers, Content Designers, and Researchers. We work with a bias towards rapid prototyping, experimentation, and an obsession with our customers and their needs.

Who we’re looking for

We are looking for a daring and driven Senior Product Designer to join our workforce management (WFM) design team, to help define the future of customer support. With Zendesk’s recent acquisition of Tymeshift the WFM team is one of Zendesk’s fastest-growing design teams, and the successful candidate will be joining at the right time to work with cross-functional partners on delivering the vision of routing and reporting. You will focus on tactical work to improve scheduling and reporting and other initiatives to deliver the WFM roadmap. You will also contribute to a larger workforce management vision and strategic direction.

As a Senior Product Designer, you will take a user-first approach and design for a broad variety of customers, from small startups to large enterprises, from single product users to those using our full omnichannel suite. You understand the value of taking time away from the artboard to focus on relationships and clearly communicate your design decisions to cross-functional partners. You appreciate the value of consistency coupled with the ability to remain flexible enough to accommodate critique and change—a Zendesk core value we call “humblident.”

You are comfortable with sophisticated, ambiguous problems, and can break them down into smaller, well-defined, and easily understood initiatives. You understand the business value of good design and pay attention to the details. You can collaborate with multiple designers to tap into their expertise and create a sophisticated experience for users.

What you will get to do every single day

Work across multiple cross-functional teams, partnering with product managers and engineers on developing designs from ideas to execution
Partner with UX researchers, content strategists, and other product designers to ensure a detailed and broad approach to the design process
Work closely with other product designers to help realise our product vision. Design interaction models, flows, wireframes, and hi-fidelity mockups that promote ease of use and optimise how customers interact with our products
Present design solutions to partners and senior executives, defend design decisions, and incorporate feedback into the design cycle

What you bring to the role

You have some professional experience crafting consumer or business SaaS applications
Ability to operate in a technical environment and help visualise the impact of technical decisions on the global user experience
Proactive self-starter comfortable with ambiguity and capable of communicating and prototyping design concepts rapidly at all levels of fidelity
A strong portfolio that showcases your work, provides details of your role on projects and shows examples of systems thinking and functional designs that you have developed from start to finish
Nice to have - experience crafting solutions for enterprise products or sophisticated systems with multiple levels of dependencies

It would be a real plus if you had

Experience with designing for SaaS, preferably in the B2B space
Experience with SFA and/or CRM software
Experience with Enterprise-level applications

Zendesk is an equal-opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Senior Product Designer, WFM (Workforce Management)