Zendesk cuts 320 jobs, trimming workforce by 8%

Impacted employees to receive three months' base salary, job search resources, prorated annual bonus, and additional compensation based on years of service


Zendesk, a prominent software-as-a-service (SaaS) platform, has announced its plans to reduce its workforce by 8 per cent, resulting in the layoff of approximately 320 employees. The decision comes as Zendesk faces fierce competition in an increasingly challenging macroeconomic environment.

In a recent email sent to employees, Tom Eggemeier, CEO, Zendesk, acknowledged that the company had been over hiring beyond its actual business needs between 2020 and 2022. Eggemeier also recognised the difficulties encountered by Zendesk’s customers who are grappling with significant changes in their business operations, including the imperative to drive profitable growth and leverage advanced technologies like generative AI.

To better serve their customers, Eggemeier stressed the need to refocus their efforts and allocate resources towards top priorities, such as refining their market approach and developing innovative products. Impacted employees will receive compensation, including three months of base salary or earnings, support for job searching, prorated annual bonuses, vesting cash, and continued health insurance coverage for a period of 60 days.

Eggemeier also addressed the fact that the process of notifying employees about potential job impacts might take longer in some countries due to local requirements. For those employees who remain unaffected by the layoffs, the CEO acknowledged the emotional challenges of saying goodbye to colleagues. He assured them that the executive team and team leaders would hold further meetings to discuss the implications for their respective organisations and teams.

Last year, Zendesk made headlines when it was acquired for a staggering $10.2 billion in an all-cash deal led by global investment firms Permira and Hellman & Friedman. Since its establishment in 2007, Zendesk has been at the forefront of revolutionising customer service by enabling businesses worldwide to transition their customer interactions to the online realm.

The downsizing decision showcases Zendesk’s strategic response to market conditions while aiming to align its workforce with the company’s evolving needs. As Zendesk continues to adapt to the competitive landscape, industry observers eagerly anticipate the impact of these changes on the company’s future growth and customer experience offerings.

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