Zendesk Technical Specialist

Summary

Join Jimdo as a CX Systems Specialist (Zendesk Specialist) and take ownership of the Zendesk platform, driving technical configuration, system optimization, and integration with other business tools. You will play a key role in improving customer experience and support operations, focusing on automation and AI. Collaborate with Product, Engineering, and Data teams to implement scalable solutions and assess the ROI of platform changes. This high-impact role requires 3+ years in a technical customer service role with 2+ years of direct Zendesk experience. Jimdo offers a remote-first work environment, flexible hours, and various benefits including a competitive benefits package, remote office set-up bonus, and unique workation policy.

Requirements

• 3+ years in a technical customer service role, with 2+ years of direct Zendesk experience
• Strong hands-on expertise with Zendesk Support, Explore, and Guide modules
• Solid understanding of customer service workflows and process automation
• Experience connecting Zendesk with other systems (e.g., Zapier, CRM platforms)
• Knowledge of AI applications in CX such as GPT assistants and chatbot flows
• Analytical mindset with attention to detail and a data-driven approach to decision-making
• Comfortable working in a cloud-based, remote, and cross-functional environment
• Fluency in English; German is a nice-to-have

Responsibilities

• Administer and configure Zendesk to match evolving business and customer support needs
• Improve support infrastructure uptime, reliability, and usability across support teams
• Build smart automation and workflows to reduce manual work and increase productivity
• Lead and document system changes, integrations, and configuration updates
• Research and recommend emerging technologies, especially AI solutions in the CX domain
• Develop and maintain integrations between Zendesk and platforms like CRM, JIRA, Slack, etc
• Collaborate with Engineering, Product, and Data teams on CX tool initiatives
• Manage feature development projects and coordinate with Zendesk and related vendors

Preferred Qualifications

• HTML
• Python
• AI flow design
• REST APIs
• JIRA
• Slack integrations

Benefits

• Fully remote work set-up  with opportunities for in-person collaboration
• You can manage your working hours flexibly because we prioritize the results you deliver over the number of hours you put in
• We encourage side hustles. In addition, you get up to three free Jimdo websites for your personal or professional projects that you get to keep forever
• Annual compensation reviews to ensure you're rewarded fairly
• A remote office set-up bonus to enhance your workspace
• A unique workation policy that allows you to work from different locations
• An employee assistance program, offering resources and counseling
• Plus, a perk that keeps giving: up to three free Jimdo websites for your personal or professional projects that you get to keep forever
• Company-wide access to LinkedIn Learning and curated learning paths