Customer Support Tools & Systems Specialist

• Assist in managing the Zendesk platform, including configurations, automations, and workflows
• Support updates to ticket forms, triggers, macros, and user permissions
• Help maintain and improve chatbots and conversational AI tools that enhance the customer experience
• Support other tools within the Customer Service tech stack, including LMS, QA, and VoC platforms
• Collaborate with Product, Engineering, and Operations teams to implement small updates, test new features, and troubleshoot system issues
• Document configurations, workflows, and tool changes to maintain transparency and consistency
• Support process improvement efforts by helping identify opportunities for automation or workflow enhancements
• Assist in resolving basic tool-related issues for Customer Service agents

• 1+ years of experience in customer service, operations, or a technical support environment
• Foundational knowledge of Zendesk or similar tools (Freshdesk, ServiceNow, Salesforce Service Cloud)
• Interest in learning chatbot management, automation, and customer service system integrations
• Strong attention to detail with a proactive approach to problem-solving
• Developing communication and collaboration skills, able to share updates and ideas within your team
• Curiosity about data, APIs, and system connectivity
• open to learning basics of webhooks, scripting, or SQL
• Self-motivated, coachable, and eager to build expertise in customer service technology

Familiarity with LMS, QA, or VoC tools is a plus

• Employer-paid health insurance
• 401k match with immediate vesting (for US employees)
• Generous and flexible time off with 2 company-wide closure weeks
• Taskrabbit product stipends
• Wellness + productivity + education stipends
• IKEA discounts
• Reproductive health support