Job Description

Working Hours

: Predominantly US business hours (Eastern Time)

Location

: Remote (Work-from-home setup required)

Hiring Company:

Sienna Charles, the premier luxury lifestyle company, featured in magazines such as Forbes is looking for a Zendesk Expert, who is as passionate as we are in delivering exceptional customer service experience for our elite clientele.

Position Summary:

As a Zendesk Expert and Workforce Management Specialist, you will serve as a vital resource for our internal support teams, ensuring optimal use of Zendesk to deliver exceptional customer service. Your dual focus will involve providing advanced technical support, customizing and configuring Zendesk, implementing automation and AI solutions, as well as forecasting, and analyzing support operations to maximize efficiency and service quality. You will work closely with cross-functional teams to streamline workflows, improve system performance, and enhance support delivery for our high-profile clients.

Key Responsibilities:

Zendesk Configuration & Support:

Customize and configure Zendesk to meet project-specific needs, ensuring high performance and usability. Develop and analyze reports for insights and decision-making. Design, implement, and maintain AI solutions, chatbots, and app integrations to enhance support workflows. Automate processes using triggers, macros, and workflows to increase efficiency. Provide expert troubleshooting and technical support to resolve Zendesk-related issues quickly. Develop training materials, tutorials, and documentation to empower support teams. Monitor system performance, optimize configurations, and ensure Zendesk remains reliable under high-volume support conditions. Ensure all configurations adhere to data privacy and compliance standards.

Workforce Management & Operational Optimization:

Forecast support demand using historical Zendesk data to plan staffing needs. Develop and maintain agent schedules to meet SLAs and optimize coverage. Adjust workforce plans dynamically based on seasonality, campaigns, or unexpected demand spikes. Generate real-time dashboards and reports, providing insights to leadership. Identify operational bottlenecks and implement automation or workflow improvements to boost productivity. Collaborate with management, HR, and training teams to align staffing and skill development with business goals. Recommend improvements for Zendesk workflows, macros, triggers, and automation to improve efficiency and support quality.

Business Area Accountabilities:

Zendesk setup, customization, and performance optimization Report creation, analysis, and data-driven insights AI, bots, and app integration Workflow automation and process improvement Support and troubleshooting Workforce forecasting, and performance analysis Cross-functional collaboration and stakeholder communication Ensuring data privacy, security, and compliance

Qualifications & Skills:

Technical & Analytical Skills:

Extensive knowledge of Zendesk platform, including configuration, customization, report generation, AI, bots, and app integrations. Strong analytical skills for interpreting large datasets and generating actionable insights. Experience with automation tools such as Zapier, AI chatbots, and support analytics platforms.

Operational & Communication Skills:

3+ years in workforce management, customer support operations, or related roles. Proven ability to forecast demand, optimize staffing, and improve workflows. Excellent troubleshooting, problem-solving, and technical support skills. Effective communicator, capable of presenting complex data and technical concepts clearly. Ability to work cross-functionally with product, engineering, support, and management teams.

Cultural & Personal Attributes:

Customer-centric mindset, committed to delivering high-quality support. Adaptability and eagerness to embrace new tools and processes. Collaborative team player with a growth mindset. Self-motivated, detail-oriented, and able to manage multiple priorities.

Required Equipment & Working Conditions:

Remote work-ready setup: stable high-speed internet with backup, computer (quad-core CPU 2.5GHz+, 8GB RAM+), dual monitors, headset, mic, webcam, dedicated workspace. Fluent in conversational English (written and verbal). At least 1 year of remote work experience is preferred.

Preferred Qualifications:

Experience in luxury or high-touch customer service environments. Certification(s) in Zendesk or related customer support analytics/workforce management tools. * Knowledge of AI-driven automation in customer support.