Customer Service Manager & Zendesk Consultant

We are an e-commerce company based in California who creates our own products and markets them all over the world.

We are currently looking for a customer service manager who has been working using ZENDESK for the past 5 years to help us manage our customer service team and build/customize our Zendesk according to the needs of the company.

ROLES and RESPONSIBILITIES:
- Produce reports regarding the team's performance for the upper management to review
- Produce the team's KPI and follow KPI yourself
- Track attendance and make sure the team is adhering to the attendance and work schedule
- Assigning tickets to agents
- Train new hires
- Ensure SOPs are updated
- Act as a liaison between the team and the upper management for in case we need to hire more people or make improvements in our processes
- Encourage teamwork
- Build/Customize Zendesk including installing APIs, building macros, auto-generate reports, analytics and etc.,

REQUIREMENTS:
- Zendesk experience (we're not talking about plainly using Zendesk's front-end but also backend)
- Proven track record of managing customer support teams (hard requirement)
- Strong command of English both verbal and written
- Experience with e-commerce (Big plus)

Our final candidates will have to start answering tickets first so they can get their head around the current processes and products in order to provide better support and management to the team.

For interested applicants, please complete this form: Upgrade to see actual info
We will not entertain those who did not complete the form.

PLEASE NOTE: We're looking for a Upgrade to see actual infot an agent, not someone who only answered tickets in the past but someone who have actually managed a team of 20-30 individuals. Agencies are welcome, please make sure to fill in the form above as well.