Required Skills & Qualifications :

- 4+ years of experience in Zendesk implementation, SaaS consulting, customer success, or customer service technology projects.

- Proven experience delivering end-to-end Zendesk implementations.

- Strong knowledge of :

1. Zendesk Support

2. Zendesk Guide

3. Zendesk Explore

4. Zendesk Chat/Messaging

5. Zendesk Talk

- Experience configuring workflows, SLAs, ticketing processes, automations, macros, triggers, and reporting dashboards.

- Strong understanding of customer support and service management operations.

- Excellent English communication, presentation, and stakeholder management skills.

- Ability to engage confidently with manager-level and senior stakeholders.

- Experience gathering business requirements and translating them into scalable solutions.

- Ability to manage multiple customers and competing priorities effectively.

- Comfortable working in US and/or European time zones.

Preferred Qualifications :

- Zendesk Administrator, Support Administrator, or Zendesk Implementation Certifications.

- Experience with Zendesk AI capabilities, bots, intent routing, automation, and self-service solutions.

- Knowledge of integrations with Salesforce, HubSpot, Dynamics 365, Jira, ServiceNow, or other business applications.

- Exposure to APIs, webhooks, integration frameworks, and workflow automation tools.

- Experience working with enterprise SaaS products and customer support ecosystems.

- Familiarity with Agile project delivery methodologies.

- Experience supporting global and distributed teams.

Work Model & Shifts :

- Fully Remote Role

- Bangalore-based candidates preferred

- Open to candidates across India

- Flexible shifts aligned to US and European customer requirements

- Fixed or rotational shift schedules based on project needs.

What We Offer :

- Opportunity to lead Zendesk implementations for global enterprise customers.

- Exposure to large-scale customer experience and service transformation programs.

- High-ownership consulting role with direct client engagement.

- Career growth in Zendesk ecosystem, Customer Experience (CX), Automation, and AI-powered support solutions.

- Collaborative global work environment with exposure to US and European customers.