Implementation Specialist

• Zendesk Configuration and Administration: Configure Zendesk settings, including ticket forms, automations, triggers, macros, and user roles
• Manage user accounts, permissions, and access levels
• Monitor system performance, troubleshoot issues, and collaborate with Zendesk support
• CX Tools Management: Oversee all other tools utilized by the CX team for chat, live channels, and other customer interaction platforms
• Configure and optimize settings within these tools
• Stay informed about new features, updates, and best practices
• Process Optimization: Analyze current support processes and workflows to identify opportunities for optimization and automation
• Implement and refine workflows, ticket routing rules, and SLA policies
• Regularly review and update knowledge base articles and self-service resources
• Reporting and Analytics: Create custom reports and dashboards to track key performance metrics and KPIs
• Analyze data to identify trends, patterns, and areas for improvement
• Provide insights and recommendations based on data analysis
• Ongoing Support: Serve as the primary point of contact for tool-related inquiries and escalations from the CX team
• WFM: Ensure schedule is what is executed according to our specs, and last minute changes are made properly

• Proven experience owning and administering a complex Zendesk instance
• Strong hands-on knowledge of Zendesk configuration (triggers, automations, SLAs, forms, roles)
• Experience managing CX tools and integrations
• Ability to design scalable workflows that reduce manual work and improve response times
• Hands-on experience with reporting, dashboards, and CX metrics (Solved tickets, SLA, CSAT, response and resolution times)
• Comfortable serving as the primary point of contact for CX tooling issues and escalations
• Experience partnering with WFM or Operations to ensure coverage aligns with demand and protects SLAs
• Strong communicator with a practical, systems-thinking mindset

Zendesk Admin Certification

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities