Zendesk Systems Manager
Company Description
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.
Our core belief is that music makes the world a better place. Through Reverb Gives, a portion of every sale provides youth music education programs across the world with instruments they need to make music.
Job Description
Reverb is looking for a Zendesk Systems Manager who is passionate about not only the customer experience, but is also excited by finding ways to optimize workflows for the customer-facing members of Reverb’s staff. As part of our Customer Operations team, you'll recommend and implement changes to our Zendesk system, which is used across several departments. Together with our growing Zendesk Administration Team, you’ll learn the in’s and out’s of our current system, with room to reiterate on processes as needed.
We ask that you’re confident in shipping changes out, and feel comfortable communicating to the entirety of our Customer Operations organization. We believe in a collaborative approach on our Operations Team. This includes, but is not limited to: Receiving feedback from all levels of Operations, presenting and evaluating trade-offs, and developing empathy with users and teammates.
Responsibilities:
- Decrease time spent on non-customer communication within Zendesk by creating workflow efficiencies.
- Impact operations KPIs such as Contacts Per Order and Self-Service Score by implementing automations within Zendesk.
- Own communications with regards to system updates within Zendesk across multiple departments.
- Stay up-to-date on and apply current technology trends in customer support, especially as they relate to e-commerce and two-sided marketplaces.
- A myriad of other tasks that come with a startup environment and a rapidly growing business.
Qualifications
- 2-5 years experience in administering technology platforms (preferably within Customer Service), including previous experience with email communication, macro creation, and queue management.
- Experience with Zendesk required. Experience with Github, and Jira a plus.
- Experience in either product or system management.
- Zendesk administrator certification a plus.
- Excellent written and verbal communication skills.
- The ability to learn new programs, type quickly and generally multitask on a computer.
Additional Information
Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key 2021 benefits include:
- 100% paid medical, dental, and vision coverage for employees and their eligible dependents (you read it right: no premiums!)
- Life, AD&D, and supplemental long-and short-term disability insurance
- Matching 401(k)
- A generous vacation policy, plus unlimited sick and mental health days
- 18 weeks of gender-neutral parental leave for the birth or adoption of a child
- 12 weeks of fully-paid family leave
- Up to $7,500 reimbursement of adoption-related expenses
- Ways to give back to your community through a charitable contribution match and volunteer time off
At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!