Customer Service Specialist – Zendesk Support

Job Description

Customer Service Specialist – Zendesk Support

Reports to: Manager, Customer Experience

Work Type: Hybrid

FLSA Status: Non-Exempt

Pay: $20–$25/hour (based on experience)

About the Role

Our client in the non-profit industry is hiring a Customer Service Specialist to support members through a fast-paced, service-focused environment. This role is perfect for someone who enjoys helping customers, solving problems, and delivering a smooth support experience across phone, email, and chat channels.

The ideal candidate has experience working in a ticketing or CRM platform such as Zendesk or Salesforce and can confidently manage customer inquiries while maintaining accuracy, professionalism, and empathy.

What You’ll Do

Customer Support & Experience

• Serve as a primary point of contact for customers via phone, email, and live chat
• Respond to questions related to accounts, renewals, payments, and services
• Deliver timely, accurate, and professional support
• Build positive relationships through a customer-first approach
• Troubleshoot issues and escalate complex cases when needed

Ticketing & Account Management

• Manage and update customer records within Zendesk, Salesforce, or similar CRM systems
• Process account updates, renewals, refunds, and payments
• Maintain detailed documentation of customer interactions and case resolutions
• Monitor service queues and meet response time expectations

Team Collaboration & Operations

• Work cross-functionally with internal teams to resolve customer concerns
• Support operational projects and administrative tasks as needed
• Contribute ideas for improving processes and customer experience workflows

Training & Compliance

• Participate in onboarding and ongoing training programs
• Stay up to date on company policies, systems, and procedures
• Ensure compliance with privacy, security, and financial guidelines

What You Bring

Experience & Background

• Associate’s degree or equivalent experience preferred
• 1+ year of customer service, support, call center, or member services experience
• Experience using Zendesk, Salesforce, or similar CRM/ticketing systems preferred
• Insurance, association, or membership-based industry experience is a plus

Skills

• Strong communication skills, both written and verbal
• Comfortable handling a high volume of customer interactions
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize in a structured environment
• Professional, empathetic, and solutions-oriented mindset
• Proficient in Microsoft Office including Outlook, Excel, Word, and Teams

Work Environment

• Primarily remote schedule with onboarding requiring additional in-office training
• Remote with in-office requirement approximately 2x per month
• 35-hour work week with staggered shifts covering 8:00 AM – 5:00 PM
• Call center/customer support environment with moderate activity levels
• Occasional overtime during peak periods

Additional Information

• No direct reports
• Equipment and systems provided
• Multiple start dates available in the coming weeks

About NextPlay Jobs

At NextPlay Jobs, we believe great recruiting is personal — not transactional. We connect high-performing talent with companies where they can grow, contribute, and make a real impact.