Customer Experience Solutions Expert

4 days ago

Brisbane, Queensland, Australia beBeeExpert Full time $90,000 - $120,000
Customer Experience Solutions Expert

This role involves leading the design and implementation of customer experience solutions for our clients. As a Customer Experience Solutions Expert, you will be responsible for understanding the needs of our clients and translating them into practical Zendesk solutions.

The ideal candidate will have a strong understanding of customer service operations, including workflows, SLAs, automation, reporting, and self-service strategies. They will also have problem-solving and solution design capabilities, as well as end-to-end CX project experience.

Key Responsibilities:

  • Lead discovery workshops with clients to understand their CX pain points and translate them into practical Zendesk solutions.
  • Configure and implement Zendesk products (Support, Guide, Explore, Chat, Talk) tailored to each client's business needs.
  • Design and deliver customer training and handover documentation.
  • Work alongside our delivery team to ensure smooth implementation, testing, and go-live support.
  • Stay ahead of the curve with Zendesk features, AI capabilities, and CX best practices – advising clients accordingly.

Requirements:

  • Proven experience with Zendesk or Service-adjacent CX platforms in a consulting, admin, or implementation role is a plus, but Zendesk is preferred.
  • Strong understanding of customer service operations, including workflows, SLAs, automation, reporting, and self-service strategies.
  • Problem Solving and solution design capabilities, skilled in gathering requirements, mapping customer journeys, and translating business needs into platform configurations.
  • End-to-end CX project experience, from discovery and stakeholder engagement to implementation, testing, and go-live support.
  • Awareness of AI and automation trends in CX, with an interest in helping clients adopt smart, efficient technologies to improve service delivery.
  • Excellent communication and stakeholder management skills – comfortable facilitating workshops, leading client meetings, translating technical jargon for non-technical audiences, and delivering training to diverse teams.

What We Offer:

  • Opportunities to work with some of the best-known brands in Australia and NZ on meaningful CX transformation projects.
  • Part of a nimble, growing team where your ideas influence the way we work.
  • Early access to emerging AI features and help shape how our clients apply them in Zendesk.

Why Join Us:

  • Be part of a diverse and inclusive team committed to building a better future for our clients and customers.
  • Grow with the business – more responsibility, deeper tech, or leadership, depending on where you want to head.

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