Zendesk Optimization Expert Needed for Enhanced Customer ExperienceFreelanceJobs • Canada
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Zendesk Optimization Expert Needed for Enhanced Customer Experience
FreelanceJobs
- Canada
- Canada
Über
We're a growing direct-to-consumer ecommerce brand looking for an experienced Zendesk expert to help us significantly improve automation, AI usage, reporting, and team performance tracking.
We're on Zendesk Suite Growth and are open to upgrading if there's clear ROI.
This is not a basic setup job. We want someone who understands customer support operations and can turn Zendesk into an operational intelligence system — not just a ticket inbox.
What We Need Help With
1. Automation & Workflow Optimization
- Audit and improve triggers, automations, macros, SLAs
- Improve routing and tagging structure
- Reduce manual touches per ticket
2. AI & Deflection
- Implement Zendesk AI features
- Improve triage and suggested responses
- Optimize Help Center and self-service
- Advise on whether upgrading plans makes sense
3. Reporting & Insights
We want dashboards that clearly show:
- Why customers are contacting us
- Recurring product or process issues
- True response and resolution performance
- Agent productivity and quality metrics
4. Agent Performance Tracking
- Define meaningful KPIs
- Build performance dashboards
- Create a fair, measurable framework for rep accountability
Deliverables
- Zendesk audit + prioritized recommendations
- Hands-on implementation
- Actionable reporting dashboards
- Clear documentation of workflows
Initial goal: Complete audit + high-impact improvements within 30–60 days.
Ideal Experience
- 3+ years hands-on Zendesk (Suite preferred)
- Ecommerce / DTC experience strongly preferred
- Deep experience with Explore reporting
- Proven results improving efficiency, response times, or ticket deflection
To Apply, Please Include:
- Similar Zendesk projects you've completed
- Specific measurable results you achieved
- Whether you recommend upgrading beyond Suite Growth for ecommerce, and why
- Your proposed timeline and rate
Contract duration of 1 to 3 months. with 30 hours per week.
Mandatory skills: Zendesk, Shopify, Customer Service, Customer Support
Sprachkenntnisse
- English
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