Job Description
At Zendesk, we create software that powers exceptional customer service. Our easy-to-use & AI-powered tools enable support teams to resolve issues quickly and efficiently. By keeping the customer at the center of the experience, our products help businesses to build personal connections and deliver seamless support across multiple channels—like email, chat, social media, and phone.
This role is based in Pune and requires you to work from office at least 3 days a week
Who we’re looking for:
We’re looking for a Senior Product Designer to join our Agent Workspace team and lead design for core agent experiences. You will shape how support teams work in Zendesk day to day—helping agents stay oriented, move faster, and collaborate effectively while handling high volumes across channels.
In this role, you’ll design solutions that simplify complexity, reduce friction, and bring clarity to every interaction. You’ll collaborate closely with product managers, engineers, and cross-functional partners to define challenges, explore possibilities, and deliver impactful designs that drive efficiency across the organization.
We’re especially interested in someone with experience designing for enterprise SaaS platforms and familiarity with customer service, workforce/agent productivity, and employee experience solutions.
What you will get to do every single day:
- Own the design of business-critical agent journeys in Agent Workspace, improving how agents triage, prioritize, and resolve customer issues across channels.
- Embrace a rapid prototyping mindset, shipping designs quickly to learn from user interactions and iterate based on data-driven feedback.
- Collaborate with Product Managers, Engineers, and Content Designers to turn ideas into real, usable experiences.
- Drive experimentation and usability improvements to reduce friction in agent workflows and increase operational efficiency.
- Partner with cross-functional leadership to balance design ideals with technical feasibility and aggressive business timelines.
- Work closely with global teams, including colleagues in the U.S., to design consistent, scalable experiences across regions.
What you bring to the role:
- 6+ years of product design experience with a strong portfolio demonstrating how you have delivered measurable customer and/or operational outcomes at speed.
- Proven experience designing complex, workflow-heavy products (e.g., customer support, CRM, operations, or other B2B SaaS) is strongly preferred.
- Strong skills in interaction design, information architecture, and systems thinking.
- Proficiency in Figma, AI prototyping tools (Lovable, v0, Claude Code etc), and usability testing.
- Experienced in working across geographies, collaborating closely with designers and cross-functional partners in different time zones to drive cohesive design outcomes.
- Comfortable navigating complexity and balancing business needs with user outcomes.
- Comfort with high-ambiguity and the ability to create clarity and momentum for the team in a fast-paced, experimental environment.
Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
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.
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.