Sr. Staff Technical Product Manager – Customer Support

📋 Description

• Partner with Support leadership and cross-functional stakeholders to build and maintain the
• Intake, evaluate, and prioritize requests across case management, customer portals, service
• Own requirements gathering, process analysis, and solution scoping for prioritized initiatives.
• Translate ambiguous business needs into clear product, process, and systems requirements, asking
• Identify opportunities to simplify workflows, improve agent and customer experiences, and increase
• Partner with Systems Engineering to design scalable solutions across Zendesk and its broader

🎯 Requirements

• 7+ years of experience in Technical Product Management, Business Systems, Technical Business
• Experience working with customer support, customer experience, or other complex business workflows
• Strong technical foundation with experience working across APIs, integrations, data flows
• Demonstrated ability to take loosely defined stakeholder requests, ask the right questions, and
• Strong product judgment with the ability to look beyond a requested solution, understand the
• Excellent stakeholder management and communication skills, with the ability to build trust and

🎁 Benefits

• 100% employer-paid medical insurance*
• Generous paid time away from work, including paid vacation or flexible/unlimited vacation depending
• RSU stock grants*
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend