Zendesk Specialist – JOBS in GERMANY.net

About Jimdo

Join us to help unleash the power of the self-employed and help them thrive! 

Jimdo was founded by three school friends in 2007 in a farmhouse in Northern Germany. Fast forward to today, we’re a growing, profitable business with a team of 250+ people from 50 nationalities based in over 15 countries. Our portfolio serves the unique needs of microbusinesses. In addition to our GDPR-compliant website builder powered by AI, we offer an online store, logo creator, legal text generator, business listings, social media integration, SEO, and more. We recently launched Business Builder. This is a new all-in-one solution – the first of its kind in Germany – that enables people at the start of their self-employment journey to get from idea to success faster and easier. And there’s a lot more coming! We’re constantly developing new products and services that make the lives of micro-business owners easier and help fuel their businesses. If you’re inspired by our mission and like the idea of working for a dynamic remote-first company where you can create impact from day 1, we’d love to meet you!

Role Overview :

As a Zendesk Specialist, you will play a pivotal role in enabling and supporting our customer experience (CX) efforts. Your primary focus will be on the administration, configuration, and continuous improvement of Zendesk workflows. Responsibilities include adding new communication channels, applying AI features, and integrating Zendesk with other systems to optimize our operational effectiveness and customer experience.

What you’ll be doing:

  • Maintain and improve customer service tools and infrastructure, ensuring system reliability and availability.

  • Develop and implement automated processes to increase customer service efficiency.

  • Create and manage detailed records of customer service strategies and tools.

  • Monitor and apply the latest technological advancements, including AI features.

  • Implement app integrations and handle API-related tasks with Zendesk and other systems.

  • Collaborate effectively within the team and with other technical experts.

  • Build and maintain strong relationships with suppliers.

What you bring to the table:

  • Expertise in a Technical customer service role, with proficiency in Zendesk (Support, Explore, and Guide modules).

  • Strong understanding of customer service processes and ability to translate business needs into Zendesk workflows.

  • Data analytic skills with strong attention to detail and decision-making based on data.

  • Proficient in current AI developments, particularly in the context of CX.

  • Problem-solving skills to resolve complex issues and develop actionable solutions.

  • Business acumen to understand and implement business requirements for internal workflows.

  • Proficiency in written and spoken English, German would be advantageous.

What we offer:

Inspiring Mission: At our core, we are driven by a meaningful mission – to  empower solopreneurs and small businesses to succeed and  to contribute to the sustainability and vibrancy of the communities they serve.

Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer 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. 

Support for your side hustles: 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.

An International Diverse Team: Our team is a mosaic of over 248 individuals hailing from 50+ different countries and working across 15+ diverse locations. We take pride in our openness and inclusivity, with an Employee-led DEI Council and active ERGs that ensure everyone’s voices are heard.

Continuous  Growth and Career Development: We invest in your growth with company-wide access to LinkedIn Learning and curated learning paths. From day one, you have the chance to contribute your ideas and create a meaningful impact. Our flat hierarchies and swift decision-making processes provide an open platform for your career progression.

Competitive Benefits Package: 

  • 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.

Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. Our diverse team values and celebrates the uniqueness of each individual. We embrace differences and believe that they enrich our organization, making us stronger and more innovative. Join us, and let’s continue to create a workplace where everyone can thrive, regardless of background or identity.

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