In our Chicago office we are seeking an enthusiastic and inquisitive champion to lead our efforts to exponentially optimize our support experience. If you’re passionate about innovating the customer experience through the implementation of internal tools as well as the exploration of AI and other technologies then we’d love to hear from you. Our ideal candidate will lead the internal strategy and administration of Zendesk and other tools to help us create a world-class customer experience. We’re looking for a highly organized self-starter who wants to improve processes for teammates while having a hand in guiding our efforts to create memorable support that delights customers.

Your Responsibilities

• Administration of the Zendesk ticketing system, configuration monitoring, and performance
• Optimization of the customer Help Center; functionality, usability, and appearance
• Recommend and implement improvements for new features, products, and functionality
• Use technology to create greater support scale while improving the customer experience
• Assist with the development of KPI's to measure all aspects of our Help Center and optimization initiatives
• Lead projects that improve the customer experience

Your Qualifications and Skills

• An expert level user of Zendesk CRM ticketing tools – power user
• A minimum of two years of experience in contact center processes, technology, and workflow
• Energized interest in technology – not shy about learning new tools or being self-taught
• Experience or willingness to learn basic HTML
• Amazing written and verbal communication skills
• A self-starter who is at ease taking initiative and ownership of creating and implementing new ideas
• Demonstrated passion for delighting customers