Mid-Level Zendesk CX Automation Consultant

Job not on LinkedIn

🔥 15 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💼 Consultant

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Compass

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Compass is a real-estate-focused content and services site that provides detailed market analysis, buying/selling/renting guides, mortgage and financing information, and home improvement and renovation advice. The site offers resources for homebuyers, sellers, renters, agents, and real estate investors — including articles on appraisals, affordable housing, investment strategies, staging and property maintenance. Compass aims to help users make informed decisions across the housing lifecycle through timely market updates and practical how-to content.

📋 Description

• Implement, configure, and support customer service environments. • Configure workflows, triggers, automations, SLAs, forms, and business rules. • Configure digital channels such as WhatsApp, chat, email, and social media. • Implement self-service flows, chatbots, and knowledge bases. • Develop and maintain integrations using REST APIs and webhooks. • Create dashboards and reports to monitor key performance indicators. • Participate in solution implementation, migration, and enhancement projects. • Support requirements gathering, documentation, and technical interactions with clients. • Identify opportunities for continuous improvement and operational efficiency.

🎯 Requirements

• Experience with Zendesk Suite. • Knowledge of Customer Experience (CX) processes. • Strong proficiency in Zendesk Support, including ticket management, forms, fields, macros, triggers, automations, and SLAs. • Knowledge of Zendesk Guide, help centers, and knowledge base management. • Knowledge of Zendesk Messaging, digital channels, Web Widget, and messaging flows. • Knowledge of Zendesk Explore, reports, dashboards, and KPI analysis. • Knowledge of user, group, permission, and access rule administration. • Knowledge of REST APIs, webhooks, and integrations with external systems. • Hands-on experience implementing and administering the platform. • Experience with customer service, customer support, or contact center projects or operations. • Knowledge of digital and omnichannel customer service processes. • Familiarity with SLAs, FCR, CSAT, first response time, and resolution time. • Understanding of ticket routing, escalation, queue management, and backlog management. • Knowledge of agent, supervisor, and operations manager workflows. • Experience with Advanced AI, AI Agents, and intelligent automations is a plus. • Knowledge of the Zendesk App Framework (ZAF), Sunshine, and custom objects is a plus. • Experience with integration platforms, process automation, and serverless functions is a plus. • Knowledge of JavaScript, Node.js, or Python is a plus. • Participation in customer service platform migration projects is a plus. • Official Zendesk certifications are a plus. • Familiarity with Scrum and Kanban is a plus. • Consultative mindset and ability to understand business needs. • Autonomy in performing moderately complex activities. • Strong communication skills with technical teams, operations teams, and clients. • Analytical, collaborative, and problem-solving mindset. • Organization, proactivity, and a focus on continuous improvement.

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