Job Description
Zendesk’s Digital CX team is transforming customer education by delivering seamless, contextual learning experiences across prospects, customers, and partners. As education becomes a strategic differentiator in the evolving CX and learner experience landscape, the Senior Learning Engagement Specialist will lead multi-channel content distribution and learner engagement strategies that connect education directly to key moments across Zendesk’s platform and prospect, customer, and partner journeys.
In this highly visible, cross-functional role, the Senior Digital Learning Engagement Specialist is responsible for aligning the distribution of education experiences and content with customer and partner lifecycles, ensuring learning is surfaced at the right time throughout the Zendesk ecosystem. By identifying innovative opportunities throughout the user journeys and collaborating across teams, they expand Zendesk Academy’s reach while driving product adoption, boosting customer satisfaction, and increasing Gross Retention Rate (GRR).
What you’ll own
Own and execute a seamless, multi-channel content distribution strategy aligned to prospect, customer, and partner lifecycles. Partner closely across teams to embed education into adoption, retention, and success workflows, making learning integral and automated throughout lifecycles and across a global audience.
Leverage SEO, AEO, GEO, and analytics across systems including LMS to optimize learner engagement, increase content discoverability, expand program reach.
Drive alignment and collaboration across Product, Marketing, Success, Partners, Community, and Enablement teams to deliver unified and consistent education experiences throughout Zendesk’s ecosystem.
Identify and deliver timely, contextual learning moments embedded in user workflows and customer and partner journeys to enhance product engagement and maximize value.
Explore, integrate, and expand AI-driven technologies within internal workflows and automation processes to enhance operational efficiency and tailor learning delivery, supporting measurable business outcomes and team objectives.
Champion new distribution channels and communication strategies. Continuously analyze key performance data, report insights to leadership, and refine distribution tactics to drive adoption, customer satisfaction, and Gross Retention Rate (GRR).
What you bring
- Experience: 5+ years in customer education, enablement, digital marketing, or related roles within B2B SaaS or technology companies, with proven success driving learner or user engagement at scale.
- Technical fluency: Strong expertise in SEO, AEO, GEO, marketing automation, LMS/product integrations, and analytics tools to optimize digital content distribution.
- Cross-functional collaboration: Skilled at partnering with Marketing, Product, Customer Success, Enablement, Partners, Sales, and Community to deliver aligned, business-driven education programs.
- Data-driven mindset: Experienced in analyzing learner and campaign data to optimize strategies and communicate impactful insights to leadership.
- Strategic leadership: Comfortable leading creative, experimental, and iterative initiatives in complex, dynamic environments.
- Customer obsession: Passionate about creating learner experiences that drive real business outcomes through education.
- Excellent communicator: Strong verbal and written communicator, adept at influencing stakeholders across all levels.
- Adaptability: Thrives in fast-paced, ambiguous settings while balancing strategic priorities with hands-on execution.
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Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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.
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.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
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.