Customer Success Consultant

TELUS Digital

Zendesk Customer Success Consultant assisting clients in leveraging Zendesk solutions to enhance customer success. Focus on managed services and AI optimization in support operations.

Posted 4/7/2026full-timeRemote • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes
Manage a portfolio backlog of optimization, maintenance, and enhancement requests, including intake, scoping, prioritization, and progress updates
Respond to reactive requests while providing proactive recommendations to improve performance and adoption
Coordinate escalations and high-impact issues, communicating clearly and driving resolution to maintain customer confidence
Lead discovery and needs assessments to understand support goals, pain points, and constraints
Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows
Translate operational recommendations into practical platform changes and process improvements
Configure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice or contact center workflows
Build and maintain workflows using Zendesk configuration tools such as triggers, automations, views, macros, and forms
Manage configuration changes with testing, validation, and clear documentation
Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features
Improve assisted resolution through AI-supported summaries, suggested replies, and agent guidance
Improve automated resolution through effective bot experiences, containment, and handoff to agents
Monitor AI performance and quality, then tune workflows and knowledge sources to improve results over time
Deliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmap
Provide phased guidance across AI rollout, expansion, and ongoing optimization to improve automated and assisted resolution
Build and maintain dashboards and reporting to track volume, backlog, resolution performance, and key support KPIs
Analyze ticket and CSAT data to identify trends, root causes, and improvement opportunities
Deliver training and workshops for admins, leaders, and agents to support adoption of new workflows and AI features
Create and maintain practical documentation including runbooks, playbooks, and configuration notes
Troubleshoot issues across configuration, routing, APIs, and webhooks, and coordinate escalation to engineering when needed

Requirements

What you’ll need

Bachelor’s degree in Business, Computer Science, Engineering, or equivalent practical experience
3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibility
Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, and reporting); experience with Zendesk Contact Center is an asset
Experience driving adoption and optimization of Zendesk AI capabilities such as Copilot, AI Agents, and QA features, with a focus on improving assisted and automated resolution
Strong understanding of support processes and metrics, including ticket lifecycle, SLAs, knowledge management, and omnichannel operations
Comfortable troubleshooting configuration and integration issues, reading API logs, and working with JSON (basic HTML/CSS/JavaScript and XML are a plus)
Ability to lead discovery, translate business problems into practical recommendations, scope and estimate work, and manage a prioritized backlog across customers
Strong stakeholder management and written communication skills; able to build trusted relationships with both technical teams and senior leaders.

Benefits

Comp & perks

Health insurance
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ZendeskZendesk Contact CenterAI capabilitiesconfigurationoptimizationticket lifecycleSLAsroutingAPIsJSON

Soft Skills

stakeholder managementwritten communicationproblem-solvingrelationship buildingleadershiptraininganalysisrecommendationprioritizationdocumentation