Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes
Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows
Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features

Bachelor’s degree in Business, Computer Science, Engineering, or equivalent practical experience
3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibility
Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, and reporting)
Strong understanding of support processes and metrics, including ticket lifecycle, SLAs, knowledge management, and omnichannel operations

Customer Success Consultant

Key skills