Customer Support Specialist – Zendesk Expert

We are looking for a Customer Support Specialist with deep expertise in Zendesk to join our growing team. In this role, you’ll be responsible for delivering an exceptional customer experience, ensuring that every user inquiry is handled efficiently, professionally, and empathetically. You’ll also serve as the internal Zendesk champion, owning the setup, optimization, and continuous improvement of our support infrastructure.

• Provide top-tier customer support via Zendesk (email, chat, and other channels).
• Manage ticket queues and ensure timely, accurate, and high-quality responses.
• Configure and maintain Zendesk workflows, automations, triggers, and macros.
• Analyze customer inquiries to identify recurring issues and improvement opportunities.
• Create and maintain knowledge base articles, macros, and FAQs to drive self-service.
• Collaborate with cross-functional teams (Product, Engineering, QA, and Operations) to resolve complex cases and share customer insights.
• Monitor key support KPIs (CSAT, response times, ticket volumes) and recommend improvements.
• Support the onboarding and training of new team members in Zendesk best practices.

• 2+ years of experience in Customer Support or Technical Support, preferably in a B2C / SaaS or technology company.
• Proven hands-on experience with Zendesk (Admin-level experience strongly preferred).
• Strong analytical skills and ability to optimize workflows using Zendesk reporting tools.
• Excellent written and verbal communication skills in English.
• Customer-oriented mindset, patience, and problem-solving attitude.
• Ability to work both independently and as part of a collaborative team.