Zendesk Customer Support Specialist (with Web Skills)

Position: Zendesk Customer Support Specialist (with Web Skills)
Type: Part-Time (with growth potential)
Location: Remote

About Us:
Mesa Wave is a results-driven digital marketing agency that partners with bold, creative brands to scale revenue and amplify their voice across Meta, Klaviyo, Shopify, and beyond. We’re a small but mighty team that blends performance with personality, and we’re looking for a Zendesk specialist who thrives on clear communication, clean systems, and creating standout customer experiences.

Responsibilities:
• Manage and resolve customer support tickets through Zendesk (primarily email, sometimes chat)
• Set up and refine macros, automations, and triggers to optimize workflow
• Maintain and update Help Center articles using Zendesk Guide (HTML/CSS edits as needed)
• Spot trends in support interactions and surface insights to improve CX and conversion
• Coordinate with the Mesa Wave team to implement feedback loops and client-side improvements
• Support light web edits or troubleshooting inside CMS platforms when necessary

Requirements:
• 1–3 years of experience in a customer service or support role
• Proficiency with Zendesk Support and Zendesk Guide
• Clear, empathetic, and professional written communication
• Basic HTML/CSS knowledge (comfortable editing Help Center or web content styling)
• Strong organizational skills and attention to detail
• Ability to work independently and manage priorities in a fast-paced remote environment

Preferred Qualifications:
• Experience working with DTC or eCommerce brands
• Familiarity with Shopify, Klaviyo, or other CRM/email tools
• Understanding of support documentation SEO best practices
• Prior agency or multi-client experience
• Basic knowledge of Liquid (Shopify’s templating language)

To Apply:


Email your resume and a short note about your Zendesk experience. Include "Zendesk Specialist – Your Name" in the subject line. We look forward to hearing from you.