Zendesk Consultant | Full Remote | German-speaking
For a strategic digitalization project, we are looking for experienced Zendesk Consultants with strong hands-on expertise in the Zendesk SaaS platform.
The goal of the project is to build and optimize a modern omnichannel customer service platform, covering Chat/Messaging, Voice, E-mail and Ticketing.
We are looking for specialists for two complementary areas:
Your responsibilities:
- Architecture, configuration and hands-on implementation of the Zendesk Suite (Support, Talk, Chat/Messaging, Guide)
- Configuration of Omnichannel Routing, SLAs, Triggers, Automations, Views and Macros
- Integration with existing systems such as ERP/POS, CRM and order management via REST APIs, Webhooks and Middleware/iPaaS
- Setup of Zendesk Explore reporting for operational KPIs and SLA monitoring
- Implementation of security requirements and GDPR-compliant data processing
Your profile:
- Several years of practical experience with Zendesk Suite, ideally including Talk and Chat/Messaging
- Strong hands-on Zendesk configuration and implementation experience
- Experience with REST APIs, Webhooks and system integrations
- Strong understanding of routing logic, SLA design and ticketing processes
- Experience in retail or contact/service center environments is an advantage
Your responsibilities:
- Design and optimization of Zendesk ticketing processes across E-mail, Chat and Voice
- Definition of routing rules, prioritization, escalation processes and business hours
- Configuration and maintenance of Triggers and Automations
- Development and maintenance of Help Center / FAQ structures
- Agent enablement and standard response concepts
- Monitoring and optimization of KPIs such as FCR, AHT and CSAT
- Continuous improvement of customer service processes
Your profile:
- Strong practical experience as a Zendesk Administrator, Consultant or Key User
- Hands-on experience with Triggers, Automations, Routing and Ticketing workflows
- Strong understanding of omnichannel contact center processes
- Analytical mindset and experience with KPI-driven service optimization
- Start: 1 October 2026
- Duration: Until 31 December 2026
- Extension: Possible
- Workload: Full-time, 5 days per week
- Location: 100% remote
- Contract: Freelance / B2B
- Rate: Negotiable
- Language: German required
- Excellent English-speaking Zendesk experts may also be considered for exceptional profiles
Important: We are specifically looking for candidates with real hands-on Zendesk experience. General customer service, CRM or contact center experience without practical Zendesk configuration expertise is not sufficient.