Zendesks category-defining quality management platform for customer support teams makes giving internal feedback easy and systematic. Were at the forefront of the burgeoning customer experience market, enabling support teams to review & improve their customer service quality. We know it takes an amazing team to build such fantastic products.
The Security and Compliance Manager will be responsible for overseeing and managing our Zendesk WEM compliance with key security, privacy, and new technology standards, including SOC2, ISO 27001, HIPAA, GDPR and other relevant regulations. This role is critical in strengthening our security posture and enabling our business to design and implement robust processes and controls, with a particular focus on the responsible development and deployment of new technologies. The ideal candidate will have extensive experience in compliance, a strong understanding of the risks associated with cloud and new technologies, and the ability to build effective cross-functional relationships. They will be skilled at creating and evaluating security controls, assessing control efficiency and interest in staying well-versed in the rapidly evolving regulatory landscape.
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Our quickly expanding, international team has embraced the innovative mindset from day one. We are seeking candidates for a hybrid role based in Estonia.
What you'll be doing
- Identify and articulate compliance risks, including those related to new technologies, and design effective mitigating controls.
- Act as the key liaison with external auditors for relevant certifications and audits
- Provide guidance to customers and prospects on our compliance roadmap and posture.
- Collaborate with key control owners including Legal, Product and Engineering organizations.
- Develop and implement policies and procedures to ensure responsible development and deployment of new technologies.
- Facilitate the transition of security controls and ensure that SOC 2 external audits are conducted in accordance with the established frequency.
- Coordinate and successfully carry out security certification audit processes in collaboration with third-party service providers and external auditors.
What you'll bring to the role
- Proven track record in compliance, IT audit, information security, or risk management
- Deep knowledge of GDPR and other key privacy and security regulations
Familiarity with SOC2, HIPAA, ISO 27001 and other relevant compliance framework - Excellent communication skills, both written and verbal, with ability to tailor to different audiences
- Strong project management skills with history of successful execution
- Technical understanding of cloud security controls across endpoints, databases, networks and applications
Nice to have qualifications
- Relevant security certifications (CISA, CISM, CISSP, Cloud Security certs, etc.)
- Hands-on experience with AWS and GCP cloud environments
- Knowledge of other compliance frameworks like PCI, FedRAMP, etc.
- Proficiency in GRC (Governance, Risk Management, and Compliance) tools.
- Experience in developing a Common Control Framework (CCF).
- Familiarity with the control operations of a SaaS (Software as a Service) company.
- Understanding of fundamental software algorithms and programming languages.
- Competence in office productivity tools, including Google Workspace and similar platforms.
- Knowledge of emerging AI regulations like the EU AI Act, algorithmic accountability laws, etc.
- Good understanding of AI/ML compliance considerations, including data privacy, algorithmic bias, explainability and transparency.
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.
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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and were 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.