Madison Hoffman currently serves as the Director of Digital CX at Zendesk, leading a team of 12-15 globally distributed employees since November 2015. Under Madison's leadership, significant programs have been implemented, including customer-facing Knowledge Management, CX automation, community management, and digital Customer Success initiatives. Madison's prior roles at Zendesk include Senior Manager and Manager of Digital CX, where foundational work in chatbots, conversational AI, and product management was undertaken. Earlier experience includes managing frontline Product Support teams and working as a Product Support Representative at Epic, in addition to roles in travel counseling and administrative assistance. Madison holds a Bachelor’s Degree in Sociology and Anthropology with a focus on Journalism from Knox College.
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