Customer Service Systems and Training Specialist at OneDayOnly

Key Responsibilities

• Lead the transition to Zendesk Enterprise Suite, overseeing configuration, user permissions, and feature enablement.
• Roll out AI Co-Pilot and drive the adoption and optimisation of AI features (bots, macros, predictive analytics, etc).
• Build and maintain efficient workflows, automations, SLAs, triggers, views, macros, and dashboards.
• Collaborate with CS leadership to align Zendesk configuration with team structure and operational goals.
• Monitor performance, flag inefficiencies, and proactively recommend and
• implement system improvements that boost productivity and customer satisfaction
• Keep up with the latest Zendesk updates, features, and best practices, and proactively identify opportunities to enhance workflows, improve system efficiency, and introduce relevant innovations.
• Support and manage any third-party integrations or API-based solutions that enhance Zendesk functionality.
• Design and deliver structured onboarding and continuous training across Zendesk tools, dashboards, and reporting, AI features and how to use them effectively, SOPs, internal tools, escalation protocols, and customer experience best practices
• Maintain a robust knowledge base, training library, SOP documentation, and self-help tools
• Conduct skills gap analyses, assessments, and refresher training to ensure ongoing proficiency
• Drive a culture of learning and improvement, championing innovation and customer-centric thinking
• Build and maintain dashboards - assisting the Customer Service leadership team to track and analyse training effectiveness, KPIs, trends, as well as generate reports to support operational decision-making.
• Provide regular insights to management on Zendesk usage, training progress, and opportunities for optimisation.
• Manage and maintain our online Help Centre through Zendesk Guide - ensuring content is accurate, relevant, and user-friendly.
• Ensure data integrity, user security, and system compliance.
• Collaborate with the IT department to resolve technical issues affecting the Customer Service team, log IT support tickets for onboarding and offboarding, and advocate for tools or upgrades that enhance team productivity.

Experience and Qualifications

• Minimum 2 years of hands-on Zendesk administration experience, ideally in a high-volume support environment.
• A strong foundation in customer service workflows, with experience in contact centres or e-commerce environments.
• Proven experience administering Zendesk, ideally in a high-volume support environment.
• Strong understanding of Zendesk’s capabilities, including Support, Guide, AI features, automations, triggers, and reporting.
• Comfortable navigating system integrations, APIs, and third-party apps within the Zendesk ecosystem.
• Working knowledge of AI in CX platforms and enthusiasm to stay ahead of the curve.
• Analytical mindset with the ability to translate operational challenges into scalable solutions.
• Excellent facilitation, communication and documentation skills.
• Proven experience delivering technical training (systems, tools),
• Strong project management and change enablement capabilities.
• Experience with other support tools and CRMs (e.g. Asana, Zapier)
• Experience with Google Workspace
• A related qualification or certification (Zendesk Admin, Training, CX) is a plus.

What You’ll Love

• Leading a high-impact transformation in how we serve our customers.
• Playing at the intersection of tech and people.
• Collaborating with a passionate, engaged team.
• Being the go-to person for Zendesk and training excellence.
• Shaping a smart, scalable support function for the future.

Values

• Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
• Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
• Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
• Customer Obsessed: We actively listen, care deeply, and go the extra mile to resolve issues and create great experiences.
• Seriously Unserious: We bring energy, humour, and a positive attitude, even in challenging situations.