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Self-Service Optimization Expert
2 tygodni temu
The Self-Service Optimization Expert will be responsible for developing and maintaining high-quality digital assets that cater to customer needs and expectations.
This role involves working closely with other teams within Zendesk to ensure seamless collaboration and communication.
The ideal candidate will have a strong understanding of CX operations and workflows, as well as experience in producing digital assets like knowledge articles, instructional videos, learning paths, and tutorials.
This position requires strong organizational and communication skills, with the ability to thrive in a team-oriented and collaborative work environment. The successful candidate will be self-directed, highly motivated, and proactive, with a passion for innovating on the digital customer experience.
- Main Responsibilities:
Digital Asset Development: Create, curate, and publish high-quality digital assets that meet customer needs and expectations.
KCS Program Management: Continuously improve existing KCS motions in Product Support, including training and supporting coaches and contributors.
Cross-Functional Collaboration: Work closely with other teams within Zendesk to ensure seamless collaboration and communication.
Analytical Tools: Leverage analytic tools to evaluate the impact of digital assets, including tracking usage, efficacy, customer reaction/sentiment, and opportunities for improvement.
