Self-Service Specialist, KCS® Program Focus at Zendesk in Madison, Wisconsin

Job Description:

Zendesk

Madison, Wisconsin, United States
R29404

Job Description

Zendesk's Digital Customer Experience team is seeking a Self-Service Specialist to develop and maintain assets, with a focus on adoption, optimization, risk mitigation, and value realization in the Zendesk Suite. In addition, the individual selected for this role will oversee Zendesk’s implementation of Knowledge-Centered Service, or KCS.

Zendesk’s Digital CX team is on a mission to enable our customers to realize value through relevant, high-quality digital resources, built from the deep well of internal knowledge Zendesk employees have. Self-Service Specialists support this effort by creating and curating asset collections, as well as managing functions in support of our program, such as SEO, knowledge management, and proactive/predictive/automated deployment.

This unique role offers the opportunity to be a part of the team that sets the standard for best in class self-service customer experience. You’ll report to the Director of Self-Service and Community and join a global team of talented content developers. While Zendesk has adopted KCS methodologies since 2016, you’ll join us at a transformational time, as we aim to expand these methodologies beyond technical Product Support and begin to harvest collective knowledge from Customer Success teams.

What you'll do

• Research

  • Develop a deep understanding of Zendesk customer profiles and common paths to good/better/best product adoption, risk mitigation, and value realization

  • Use many different data sources and collaboration with other Zendesk teams to identify the specific assets & guidance our customers need to be successful without 1:1 human support

• Develop

  • Publish, curate, and maintain high-quality assets with particular attention to areas of high customer effort or confusion, including written content, video, guided tutorials, scripted webinars, slide decks, and other media

  • Follow the Zendesk style guide to ensure consistency across all assets

  • Align asset libraries with Zendesk’s best practices for information architecture, ensuring resources are available and findable on-demand

• Maintain

  • Manage publishing and maintenance of KCS® content from our Product Support and Customer Success teams

  • Continuously improve content by responding to internal and external feedback

• Optimize

  • Leverage analytic tools to evaluate the impact of digital assets, including tracking usage, efficacy, customer reaction/sentiment, and opportunities for improvement

  • Define and partner with delivery teams, including those like CX Automation, Chatbot, Lifecycle Marketing, Product Growth, and Product Marketing to proactively deliver Adoption & Retention assets to customers at key touchpoints
    

• Manage KCS program

  • Continuously improve existing KCS motions in Product Support, including:

    • Train and support coaches, contributors

    • Surface insights, highlights and risks within the program

    • Collaborate with Support leaders to drive high-quality participation and knowledge sharing practices
      

  • Develop new KCS motions within Customer Success, including:

    • Define solve/evolve loop processes and licensing structure

    • Identify and train new coaches

    • Develop reporting cadence and define continuous improvement

What you bring to the role

You are a great match for the team if:

• You enjoy helping software users easily understand complex information through various forms of media

• You enjoy wearing many hats and having diverse responsibilities

• You are a passionate advocate for our customers and enjoy the unique challenge of digital innovation

• You can understand what our customers need, uncovering opportunities from real customer interactions and working within Zendesk to locate and reconstruct technical tribal knowledge

• You are able to translate all this knowledge into clear and easy-to-understand guidance

To be successful, you will need to work closely with other members of the Digital CX team as well as with product, adoption, and retention experts throughout Zendesk. This means you will need to develop and nurture critical partnerships across other teams to ensure that we offer a complete self service solution for areas that challenge our customers. Collaboration is the key to success in this role!

The ideal candidate will meet the following qualifications:

• 3+ years experience in a Customer Success or Support role, ideally in a SaaS environment, with a deep understanding of CX operations and workflows

• KCS Practices v6® certification

• Fluency in written and spoken English

• Excellent written communication skills and proven ability to make complex topics easy and engaging

• Experience producing digital assets like knowledge articles, instructional videos, learning paths and tutorials

• Highly organized, detail oriented, and curious

• Proven ability to thrive in a team-oriented and collaborative work environment

• Self-directed, highly motivated, and proactive

• Thrive in a global environment where continuous learning and improvement is standard

• Enjoy receiving feedback from customers and putting their requests into action

• Ability to handle multiple projects and quickly adapt to shifting priorities, demands, and timelines

• Passionate about innovating on the digital Customer Experience

• A high level of familiarity with Zendesk products

Additionally, preference will be given to candidates who possess experience with any of the following:

• 1 or more years experience as a technical writer, content writer, KCS® publisher, community manager, or similar role

• Experience with web development languages, including basic HTML and CSS

• Experience writing content that is easily localized for a global customer base

• SEO best practices and implementation

• Experience with adult learning and education

• Business proficiency in Spanish, French, German, Portuguese, Italian, Simplified Chinese, Japanese, or Korean

The US annualized base salary range for this position is $79,000.00-$119,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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