Full-Time
Sr Manager
Zendesk Transformation
Posted on 9/19/2025
Globalization Partners
1,001-5,000 employees
Employer of record for global hiring
No salary listed
Remote in Ireland
Remote
Remote-first role; Ireland-based applicants preferred.
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- Experience: Minimum of 7-10 years of experience in customer support operations, platform management, or a related field, with at least 3-5 years in a leadership role.
- Zendesk Expertise: Deep, hands-on experience with the Zendesk platform is essential. This includes a strong understanding of Zendesk Support, Guide, Talk, Chat, AI, QA, and Explore.
- Technical Acumen: Strong working knowledge of API integrations, software development lifecycles, and data modeling. The ability to have credible, in-depth conversations with engineers and solution architects is a must.
- Leadership & Communication: Exceptional communication and interpersonal skills, with the ability to influence and lead cross-functional teams without direct authority. You must be able to articulate complex technical concepts to non-technical audiences and vice versa.
- Analytical Skills: Proficient in using data and analytics to drive decision-making and measure the impact of platform changes. Experience with Zendesk Explore is a significant plus.
- Strategic Leadership: Develop and own the strategic roadmap for our Zendesk platform, aligning it with overall business goals to enhance customer experience and agent efficiency.
- Platform Migration & Transformation: Lead the end-to-end planning and execution of a migration to or major transformation of the Zendesk platform. This includes discovery, design, data migration, and launch.
- Cross-Functional Collaboration: Act as the primary liaison between customer support, engineering, product, and other key stakeholders. You will translate support team needs into technical requirements and communicate the business value of engineering efforts.
- Team & Process Optimization: Partner with support leadership to identify and implement process improvements, leveraging Zendesk's capabilities (e.g., automation, AI, QA, and analytics) to optimize workflows, reduce ticket volume, and improve key performance indicators (KPIs) like first-reply time and CSAT.
- Technical Excellence: Collaborate closely with engineering teams to ensure the Zendesk implementation is scalable, reliable, and integrated seamlessly with our existing tech stack. You'll provide guidance on best practices for API usage, custom app development, and data integrity.
- Mentorship & Development: Lead a team of Zendesk administrators, developers, and analysts, fostering a culture of continuous improvement, innovation, and professional growth.
- Experience with a high-growth technology company.
- Familiarity with Agile methodologies.
- Zendesk certifications (e.g., Zendesk Certified Administrator, Application Developer).
Globalization Partners helps businesses expand into other countries by acting as the legal employer of record for international staff. It handles all paperwork, payroll, benefits, and local compliance, so companies can hire in new markets without setting up local entities. The product works by placing the client’s international employees on Globalization Partners’ payroll and benefits system, while the client maintains control over work, tasks, and HR policies. This differentiates them from competitors by offering end-to-end international employment management across many countries, reducing risk and administrative burden for the client. The company’s goal is to enable rapid, compliant, and scalable global growth for organizations of any size by removing the legal and payroll complexities of international hiring.
Company Size
1,001-5,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$350M
Headquarters
Boston, Massachusetts
Founded
2012
Simplify's Take
What believers are saying
- Remote work and international expansion trends drive sustained demand for EOR services.
- AI-powered products and SAP SuccessFactors integration expand addressable market and stickiness.
- Reseller program launched December 2024 unlocks new revenue streams through partner channels.
What critics are saying
- Deel undercuts G-P pricing 20-30% in Europe and Asia, eroding market share.
- EU AI Act enforcement July 2026 mandates audits; non-compliance risks 6% revenue fines.
- ADP's Velocity Global acquisition January 2026 threatens G-P's 400+ partner relationships.
What makes Globalization Partners unique
- G-P Gia AI advisor leverages proprietary data from millions of compliance scenarios globally.
- Integrated partnerships with 400+ companies including ADP, Paychex, and TriNet strengthen network.
- Self-service platform enables hiring in 180+ countries within days without subsidiaries.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Flexible Work Hours
Paid Vacation
Paid Sick Leave
Paid Holidays
Sabbatical Leave
Hybrid Work Options
401(k) Retirement Plan
401(k) Company Match
Performance Bonus
Profit Sharing
Employee Stock Purchase Plan
Relocation Assistance
Employee Referral Bonus
Student Loan Assistance
Parental Leave
Family Planning Benefits
Fertility Treatment Support
Adoption Assistance
Childcare Support
Elder Care Support
Pet Insurance
Bereavement Leave
Professional Development Budget
Conference Attendance Budget
Training Programs
Tuition Reimbursement
Professional Certification Support
Mentorship Program
Wellness Program
Mental Health Support
Gym Membership
Commuter Benefits
Meal Benefits
Phone/Internet Stipend
Home Office Stipend
Legal Services
Employee Discounts
Company Social Events
Growth & Insights and Company News
6 month growth
↑ 2%1 year growth
↓ -3%2 year growth
↑ 1%BOSTON, Aug. 11, 2025 /PRNewswire/ - REMOTE FIRST COMPANY - G-P (Globalization Partners), recognized as the undisputed leader in global employment by industry analysts, today announced Global HR Agent G-P Gia(TM) has been recognized as a Top HR Product of 2025 by HR Executive.
New research from Globalization Partners reveals global leaders use AI for nearly half of their work - and many are willing to switch to AI-friendly companies to gain access to the technologyBOSTON, April 8, 2025 /PRNewswire/ -- REMOTE FIRST COMPANY -- G-P (Globalization Partners) , recognized as the undisputed leader in global employment by industry analysts, today released its second annual AI at Work Report, revealing significant acceleration in AI adoption and use. Nearly all (91%) global executives are actively scaling up their AI initiatives and 74% report AI is critical to their company's success. Only 1% of executives reported not using AI at all."AI is no longer just an experimental technology. It's become a strategic pillar for companies looking to stay competitive, no matter where they are around the world," said Nat Natarajan, chief product and strategy officer, G-P. "As AI's value in augmenting work and improving productivity continues to be recognized, trust in its capabilities has grown. However, to address concerns about privacy and bias, organizations must prioritize the accuracy of inputs along with human oversight to ensure that AI is not only powerful but also reliable and responsible."The AI at Work Report highlights the transformative impact of AI on modern work and business
G-P recognized for AI innovation, robust compliance infrastructure, best-in-class partner network and integrations and industry-leading customer supportBOSTON, April 3, 2025 /PRNewswire/ -- REMOTE FIRST COMPANY -- G-P (Globalization Partners), recognized as the undisputed leader in global employment by industry analysts, today announced it has been named the top global leader in the QKS Group 2025 SPARK Matrix™: Employer of Record (EOR) Solutions report. G-P achieved the highest position among all vendors, securing the top ranked spot in the "SPARK Leaders" category for both customer impact and technology excellence
G-P's new Generative AI (GenAI) and Agentic AI-powered technology will transform how HR and business leaders approach global employmentBOSTON, Feb. 3, 2025 /PRNewswire/ -- REMOTE FIRST COMPANY – G-P (Globalization Partners) , recognized as the undisputed leader in global employment by industry analysts, today announced new AI advancements and integrated AI technology across G-P's global employment products. With its latest AI innovations, G-P is setting a new standard for global employment that enables businesses worldwide to hire, onboard and manage global teams faster and more intelligently than ever before.G-P's global employment products - G-P Employer of Record, G-P Contractor and G-P Gia™ - are designed to help customers quickly and compliantly navigate the complexities of global employment in 180+ countries. Built on more than a decade of global employment, HR and legal expertise, the company's technology and innovations are powered by a proprietary knowledge base with insights extracted from millions of real-world scenarios."At G-P, we're leading global employment with the most advanced technology and AI innovation that delivers real business value to customers," said Nat Natarajan, chief product and strategy officer, G-P. "The combination of our over 10 years of transactional compliance data and human expertise, along with our AI technology, ensures customers can trust our cutting-edge solutions to meet the demands of today's dynamic global business landscape."With AI embedded across its global employment products, G-P equips organizations with the most dynamic AI tools to navigate global employment across the full employment lifecycle. All of G-P's technology is powered by G-P's Global Compliance Engine
BOSTON, Dec. 6, 2024 /PRNewswire/ -- REMOTE FIRST COMPANY – G-P (Globalization Partners), recognized as the undisputed leader in global employment by industry analysts, today announced its reseller program to unlock new revenue opportunities for its partners by enabling them to resell G-P's global employment solutions directly to their customers. G-P's partners can now resell G-P's AI-powered employer of record (EOR) and contractor solutions, and in 2025 will be able to resell G-P Gia™, the world's first AI-based global HR compliance advisor. "As the undisputed leaders and experts in global employment, our differentiated strategy has always been to partner with the leading HCM and payroll providers to deliver best-in-class solutions for our customers," said Rohit Bedi, chief revenue officer, G-P. "We know global employment – managing critically important HR, legal and tax compliance and providing much desired localized human support across 180+ countries - better than anyone. Now our partners will be able to offer our AI-powered technology and expertise directly to their customers as a seamless experience, delivering everything a company needs to hire, onboard, and manage global teams in one place."