Position Details
About this role
Own and evolve Zendesk as Harvey’s primary support platform while supporting adjacent customer success systems. Partner across Support, Customer Success, and Operations to improve inbound workflows and enable proactive customer engagement.
Key Responsibilities
- Own the implementation and configuration of Zendesk for ticket routing
- Lead ongoing optimization of Zendesk workflows
- Support adjacent CS platforms like Catalyst
- Partner with Support, Customer Success and Operations to translate needs into scalable systems
- Continuously improve tooling to enhance the customer experience
Technical Overview
This role focuses on administration of Zendesk, including implementation, configuration, ticket routing, and ongoing optimization, plus integration/coordination with customer success tools such as Catalyst and other user operations tooling. The goal is to create end-to-end systems that support a seamless customer experience as the company scales.
Ideal Candidate
The ideal candidate is a systems-oriented support and customer success administrator with deep hands-on Zendesk expertise, including ticket routing and workflow optimization. They can implement and configure Zendesk end to end, and they partner across Support, Customer Success, and Operations to improve the customer experience using scalable systems.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
No demonstrable Zendesk implementation/configuration experience, Cannot support ticket routing and workflow ownership
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