Zendesk Consultant

If too many requests hit a lack of structure, customer service will quickly become unmanageable, just as much for teams as it is for customers. Really good service doesn't come from tools alone, but from thoughtfully designed processes and a solid technical understanding. That's where you come in: You support our customers in using Zendesk so that their service routine becomes easier, more transparent, and more efficient.

This isn't just about consulting: You analyze existing system landscapes, design suitable solutions, and implement them technically. You work closely with the customers, advise strategically, and accompany projects from the initial idea to productive use.

You don't have to be a Zendesk expert. If you've worked with other customer service tools like Freshdesk, ServiceNow or Salesforce, you bring exactly the experience that we can build on together.

Tasks

• You accompany our customers through all phases of a project from conception to implementation and successful go-live.
• You take customer requirements in detail, translate them into suitable solution concepts, and are responsible for the implementation and customization.
• In a technologically demanding environment, you bring your expertise and drive innovative topics like the introduction of AI agents actively forward.
• You are responsible for project management of our Zendesk projects – from planning to successful implementation.
• You work with your engagement on the further development of the customer experience of our customers.
• Together with cross-functional teams, you develop ambitious CX strategies that support the long-term success of our customers.

Qualification

• You understand customer service as a central lever for a comprehensive customer experience.
• You are familiar with agile methods and motivated to take on complex requirements and implement them in demanding projects.
• You have no problem taking responsibility, even beyond your task field.
• You are well-versed in Zendesk or other CX tools and have already administered and/or implemented projects.
• You may have already set up AI agents and/or chatbots.
• You bring an understanding of IT connections and processes with you.
• Communication is your strength, and even when faced with challenges, you remain sovereign.
• You speak fluent German.

Benefits

• Flexible working hours with core working hours.
• Two days of home office per week.
• Team lounge with TV, PlayStation, table football, table tennis, and dart.
• Sport offers throughout Germany via