Organization: HuntingCube
Location: Itanagar,
Role Summary
The Lead Zendesk position is responsible for designing, configuring, optimizing, and supporting Zendesk solutions that improve customer service delivery and operational efficiency. The role requires a combination of technical expertise, customer support process knowledge, solution leadership, and the ability to translate business requirements into scalable platform capabilities.
This position is ideal for an experienced Zendesk professional who can manage complex implementations, guide support teams, evaluate system performance, and recommend improvements aligned with organizational goals. The role may also involve coordinating platform enhancements, maintaining integrations, and ensuring that Zendesk remains secure, reliable, and easy to use.
Job Description
We are seeking a highly skilled and experienced Lead Zendesk professional with 4+ years in Zendesk. Expertise in Zendesk Suite, APIs, integrations, ZAF, Sunshine, SSO, and enterprise architecture is a must. The ideal candidate will demonstrate a deep understanding of customer service workflows and the ability to optimize Zendesk for enhanced user experiences. Responsibilities also include managing support ticket systems, collaborating with cross-functional teams, and implementing best practices to streamline operations.
Key Responsibilities
- Lead the administration, configuration, and continuous improvement of Zendesk Suite products and related workflows.
- Design and maintain ticket routing, queues, triggers, automations, macros, SLAs, forms, views, and permission structures.
- Gather requirements from support, operations, IT, and business stakeholders and convert them into practical Zendesk solutions.
- Develop, test, and manage integrations with CRM systems, communication platforms, analytics tools, and other enterprise applications.
- Support API-based implementations, custom applications, ZAF development, Sunshine configurations, and single sign-on processes.
- Monitor platform performance, identify process bottlenecks, and implement improvements that reduce resolution time and enhance agent productivity.
- Establish Zendesk governance standards, documentation, release procedures, and change-management practices.
- Provide technical guidance to support teams and assist with user training, troubleshooting, and adoption of new features.
- Collaborate with security and compliance teams to protect customer data and maintain appropriate access controls.
- Track service performance and prepare insights that support data-driven decisions and customer experience improvements.
- Stay up-to-date with the latest Zendesk features, best practices, and industry trends to ensure the organization’s Zendesk solution remains cutting-edge and effective.
- Work closely with the support team to understand their needs and develop solutions that meet those needs, resulting in improved customer satisfaction and reduced support costs.
- Develop and maintain relationships with key stakeholders, including support, operations, IT, and business teams, to ensure effective communication and collaboration.
- Identify opportunities for process improvements and implement changes that result in increased efficiency, productivity, and customer satisfaction.
- Contribute to the development of the organization’s customer service strategy, ensuring alignment with business goals and objectives.
- Lead the development of training programs for support teams, ensuring they have the necessary skills and knowledge to effectively use Zendesk and provide excellent customer service.
Required Skills
[‘Zero-Based Costing’]
Additional Technical and Professional Skills
- Strong understanding of Zendesk Support, Guide, Talk, Sunshine, APIs, webhooks, and third-party integrations.
- Ability to configure complex workflows and troubleshoot issues involving tickets, users, organizations, tags, and custom fields.
- Working knowledge of JSON, REST APIs, authentication methods, SSO, and enterprise identity-management practices.
- Experience evaluating platform requirements, implementation costs, licensing needs, and long-term operational value.
- Strong analytical ability to interpret support metrics, customer trends, agent performance, and service-level data.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
- Experience with Zendesk’s API, webhooks, and third-party integrations, with a strong understanding of how to leverage these features to improve customer service delivery.
- Ability to design and implement complex workflows, including ticket routing, queues, triggers, automations, macros, SLAs, forms, views, and permission structures.
- Experience with CRM systems, communication platforms, analytics tools, and other enterprise applications, with a strong understanding of how to integrate these systems with Zendesk.
- Strong understanding of customer service workflows and the ability to optimize Zendesk for enhanced user experiences.