[Remote] Manager, Zendesk at 1Password

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

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
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

Responsibilities

Own the strategy, deployment, administration, and continuous improvement of the Zendesk ecosystem and related integrations
Design scalable workflows, implement automations, build reliable data flows, and integrate Zendesk with the broader GTM and product stack
Partner closely with CX leadership, RevOps, Product, Engineering, and Data teams to deliver a frictionless customer and agent experience
Serve as primary admin and platform owner across the organization

Skills

1Password

Password management and secure access solution

About 1Password

1Password provides a password management and secure access solution that helps businesses manage and protect their sensitive information. The platform allows employees to securely access applications and share important data like logins and documents while keeping other information private. It operates on a subscription model, offering various plans to meet the needs of different organizations. 1Password integrates with existing identity and access management systems such as Azure AD and Okta, enabling automatic employee provisioning and enhancing security without disrupting workflow. The goal of 1Password is to help businesses improve their cybersecurity measures while ensuring ease of use and maintaining productivity.

Toronto, CanadaHeadquarters

2005Year Founded

$894.9MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

👶 Maternity and parental leave top up programs

👟 Wellness spending account

🏝 Generous PTO policy

💖 Company-wide wellness days off scheduled throughout the year

🧠 Complimentary Headspace membership

🩺 Comprehensive health coverage

📈 Employee stock option program for all full time employees

💸 Retirement matching program

💡 Training budget, 1Password University access, and learning sessions

🔑 Free 1Password account (and friends and family discount!)

🤝 Paid volunteer days

🌎 Employee-led DEI&B programs and ERGs

🏠 Fully remote environment

🏆 Peer-to-peer recognition through Bonusly

Risks

Emerging competitors offer similar features at lower prices, threatening market share.

Potential IPO delays could impact financial strategy and growth plans.

Integration challenges with Trelica may lead to operational inefficiencies.

Differentiation

1Password offers AES 256-bit encryption for secure password management.

The platform integrates seamlessly with IAM systems like Azure AD and Okta.

1Password provides customizable search and organization features for user convenience.

Upsides

Growing demand for passwordless authentication boosts 1Password's innovation opportunities.

Partnerships with Microsoft and Google expand 1Password's market reach.

Remote work trends increase the need for secure access management tools.

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