TELUS Digital

Customer Success Consultant

TELUS Digital

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • North Carolina • United States

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About the role

  • 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

  • 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
  • Health insurance
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ZendeskZendesk Contact CenterAI capabilitiesconfigurationoptimizationticket lifecycleSLAsroutingAPIsJSON
Soft Skills
stakeholder managementwritten communicationproblem-solvingrelationship buildingleadershiptraininganalysisrecommendationprioritizationdocumentation