Responsibilities

• Serve as the primary owner of ZenDesk oversight, including intake monitoring, workflow and escalation framework, and ensuring inquiries are routed and handled appropriately.
• Provide direction and support to team members handling day-to-day consumer responses to ensure accuracy, tone consistency, and alignment with company policies.
• Lead the oversight and creation/maintenance of Customer Service macros, templates, and knowledge base resources to improve speed and response consistency.
• Own monthly customer service reporting, including trend analysis, recurring issue identification, and summary insights for leadership and cross-functional stakeholders.
• Lead monthly team meetings to share performance highlights, emerging concerns, and recommendations to reduce repeat issues through process improvements.
• Identify operational gaps, inefficiencies, or recurring breakdowns (internally or externally) and develop solutions through SOPs, workflows, and clearer ownership paths.
• Create and refine cross-functional documentation and procedures for escalation pathways (Quality Assurance, Operations, Sales, Marketing) tied to consumer feedback and product issues.
• Support the development and upkeep of internal FAQ resources and process tools to reduce repeat questions and improve team execution.

Requirements

• At least 2 years experience in a customer service role preferably working with consumers (B2C).
• Prior experience with Zendesk and e-commerce and/or customer support platforms strongly preferred.
• Strong customer service mindset with a demonstrated commitment to customer satisfaction.
• Proficiency with Microsoft Office including Outlook, Word, and Excel.
• Strong reporting & analysis skills with the ability to interpret trends, identify recurring issues, and recommend improvements.
• Strong communication and interpersonal skills, both oral and written, with the ability to tailor messaging appropriately to the audience.
• Excellent organization skills with strong attention to detail and data entry accuracy.
• Skilled multi-tasker with the ability to prioritize competing needs and manage multiple projects under tight deadlines.