Senior Customer Support Specialist
zcaler
Customer Support Team Leader
zcaler
full-time
Posted on:
Location Type: Hybrid
Location: Guatemala • 🇬🇹 Guatemala
Visit company websiteJob Level
Senior
About the role
- Oversee all communication channels in Zendesk (email, chat, Slack, SMS, WhatsApp)
- Own and maintain Zendesk reporting dashboards
- Report bugs or system issues in Slack
- Monitor squad tools to ensure EOD goals
- Conduct weekly or bi-weekly 1:1s with agents using 15Five
- Ensure proper use of escalation pathways and resolve complex escalated tickets
- Identify training needs and support the creation of new Knowledge Base articles
Requirements
- 4+ years in a customer support or service operations role
- 2+ years of experience in a team lead or mentorship capacity
- Experience with Zendesk or a similar tool on agent and reporting views
- Excellent time management and organisational skills
- Experience working in fast-paced, remote environments
- Experience creating process documentation and workflows
- Advanced English (written and spoken)
Benefits
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Zendeskreporting dashboardsprocess documentationworkflows
Soft skills
time managementorganizational skillsmentorshipcommunication