Customer Experience Specialist
NZ Hi-Tech Company of the Year 2023, Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.
Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven individual to join the team.
This role manages and optimizes the Zendesk platform to support customer service excellence and data-driven decision-making. The Customer Experience Operations Manager will oversee platform configurations, reporting, and data quality while implementing cutting-edge AI tools to streamline workflows and enhance customer and agent experiences. The ideal candidate will combine technical expertise with strong analytical and problem-solving skills to drive continuous improvement in service delivery.
Primary Responsibilities:
- Configure and optimize the Zendesk platform, including setting up workflows, ticketing systems, and automation.
- Configure and maintain custom fields, forms, macros, and triggers to enhance operational efficiency.
- Configure ticket routing across all teams and customer segments
- Manage the Guide and Gather Administration functions for Cin7’s Help Centers and Communities
- Monitor system performance and troubleshoot technical issues as they arise.
- Develop, maintain, and deliver regular reports using Zendesk Explore or other analytics tools to measure key performance indicators (KPIs).
- Create custom dashboards to provide insights into customer service metrics, trends, and team performance.
- Monitor AI Utilization and Efficacy across all uses of AI in the Zendesk environment.
- Collaborate with stakeholders to design ad hoc reports to address specific business needs or questions.
- Ensure accurate and timely data entry into the Zendesk platform and related systems.
- Implement data integrity, validation, and cleanup processes to maintain high-quality datasets.
- Integrate Zendesk with other platforms (e.g., CRM, marketing tools) to streamline data flow and reporting.
- Oversee the implementation, configuration, and optimization of Zendesk AI tools
- Train staff on the effective use of AI tools and promote adoption across teams.
Key Competencies
- Minimum 4 years of relevant experience: Operations, Support, and/or Success functional experience in a SaaS environment
- Strong business acumen, analytical and problem-solving skills; a process orientation and an innovative mindset
- 2-4 years experience with ChurnZero Admin Portal, Zendesk Admin Center, Explore, or AI tools.
- Minimum 1 year of experience building automations and routing rules in business systems
- Minimum 2 years of experience capturing, measuring and reporting key metrics and KPIs
Why work for us?
- Hybrid Working Environment - 3 days work from home per week
- Option to work 30 days every six months fully remote from anywhere in the world
- Celebrate your birthday with a paid day off
- A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
- Fully paid health insurance
- Monthly Social Fridays drinks and food on us
- Discounted gym membership as well as discounts at some local eateries etc
- Recruitment referral bonus
- Relaxed dress code
- Modern office in Grafton complete with pool table, table tennis, PS5, Coffee machines etc
Why CIN7?
At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.
We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team
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