The Customer Support and Services CX Technology Operations team is a specialized group committed to delivering an exceptional and efficient support experience for both buyers and sellers. We oversee and enhance the tools used by customer service agents, ensuring they are scalable, well-integrated, and aligned with business objectives. By working closely with teams such as Product Insights and Trust & Safety, we streamline workflows and empower agents to perform more effectively.

We’re seeking a Zendesk Specialist to help shape the next phase of our customer experience journey. In this position, you’ll play a key role in supporting strategic projects that improve platform efficiency, integrate advanced GenAI solutions, and scale processes. You will audit and optimize workflows, collaborate with teams to identify automation opportunities, and oversee high-priority projects—ranging from vendor onboarding to platform upgrades. This hands-on role is perfect for someone who excels at the intersection of technology, operations, and customer experience.

• Technical Expertise : Demonstrated experience managing and optimizing customer experience and ticket management systems, such as Zendesk, Salesforce, Freshworks, Assembled, Qualtrics, and MaestroQA.

• Workforce Management Tools : Familiarity with workforce management platforms like Assembled.

• Process Optimization : Proven ability to use data analysis tools like Looker to assess complex workflows and implement improvements that drive measurable results.

• GenAI Enthusiast : A strong interest in researching and applying machine learning and large language models to transform the customer support process and enhance the agent experience.

• Team Player : Skilled at collaborating across functions, including engineering, product, and customer support teams.

• Strong Communicator : Exceptional written and verbal communication skills, with the ability to explain complex technical topics clearly and concisely.

• Problem Solver : A proactive mindset for identifying challenges and creating innovative solutions to ensure a smooth and efficient experience for users.

• Documentation Champion : Committed to maintaining comprehensive and clear documentation to support knowledge sharing and team collaboration.

• Continuous Learner : Passionate about staying up-to-date with the latest technologies and integration solutions.

• Optimize CX Platforms : Assist in designing, implementing, and continuously improving workflows that empower agents and enhance customer interactions. You will audit and fine-tune business rules to improve efficiency and ensure accurate reporting.

• GenAI Integration : Research and pilot new tools—whether third-party or native—to automate agent workflows and transform the support experience. Keep up with emerging AI trends to identify opportunities for optimization.

• Process Improvement : Work closely with teams like Operations, Workforce Management, Enablement, Product Insights, and Trust & Safety to analyze and optimize support processes, identifying opportunities for automation and improved efficiency.

• Project Management : Lead and participate in significant initiatives to introduce new tools, upgrade platforms, and enhance our overall CX infrastructure. Build strong relationships with external vendors, ensuring thorough implementation and ongoing support. Contribute to cross-functional projects aimed at solving complex customer support challenges.

**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**

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