Zendesk Specialist

Zendesk Specialist

Leeds / Hybrid - 3 days per week in the office (LS15 8ZB)

What You’ll Do

We’re looking for a Zendesk Administrator for our Consumer Experience (CX) team in Leeds.. In this role, you’ll be pivotal in supporting and enhancing SharkNinja's Zendesk platform to ensure efficient customer contact management, specifically by:

• Providing thought leadership on Zendesk developments, identifying innovations and new capabilities.
• Regularly reviewing operational system usage and recommending more efficient ways of working.
• Understanding the product roadmap and proactively proposing system development options to support successful product launches.
• Maintaining knowledge of emerging trends and new Zendesk functionality to ensure optimal performance.
• Supporting the development of technology standards, policies, and procedures aligned with the technology roadmap.
• Providing technical and process options to solve operational problems.
• Assisting in the implementation of new or enhanced features to improve consumer service and support.
• Developing and maintaining documentation for Zendesk setup, issue resolution, and customizations.
• Designing and configuring Zendesk workflows, including Support, Talk, Chat, and Guide modules.
• Assisting in developing training materials and training users on Zendesk.
• Collaborating cross-functionally to improve Zendesk’s functionality and consumer impact.
• Building and maintaining reports and dashboards using Zendesk Explore.
• Owning technical integration of Zendesk into the consumer support environment, including widget implementation, API integration, CRM workflow configuration, and reporting setup.

What You’ll Bring

• 5+ years of system or application administration experience.
• 3+ years of experience with Zendesk development and integrations.
• Advanced knowledge of Zendesk SDK, API, and associated development tools.
• Proven experience in Zendesk implementation, configuration, and customization.
• Expertise in process design and optimization.
• Strong understanding of Zendesk features such as Triggers, Automations, and Auto-assignment of support tickets.
• Strong project management skills with the ability to manage deadlines and prioritize tasks effectively.
• Excellent verbal and written communication skills, with the ability to interact with all levels of internal and external stakeholders.
• Clear attention to detail both in design and delivery of solutions.
• A proactive, consumer-focused mindset with a strong drive to improve service delivery and efficiency.
• Ability to work independently, think strategically, and challenge ways of working when needed.

If you are passionate about driving operational efficiency and enhancing consumer support through Zendesk innovation, we’d love to hear from you.

#LI-HYBRID