Customer Service Systems and Training Specialist

Step into the wild world of One Day Only  - South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why over complicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL.

We're not fussy - if the price is right and the quality checks out, we're selling it. That makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can say “add to cart”. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!

We believe the secret to great customer experience lies in the perfect blend of people, systems, and processes. As we step into the future with Zendesk Enterprise and AI-powered tools, we're looking for someone special to lead the transformation and ensure our team is skilled, supported, and ready to scale.

You will take full ownership of our Zendesk environment, including leading the Enterprise upgrade, AI Co-Pilot rollout and optimising system usage to drive efficiency and exceptional customer service. Alongside this, you'll head up systems training and development for the Customer Service team - onboarding, coaching, and empowering them to thrive in a tech-enabled, fast-paced support environment. From workflows to widgets, triggers to ticketing, and macros to AI tools - you'll play a critical role in shaping the efficiency and effectiveness of our customer service systems.

• Lead the transition to Zendesk Enterprise Suite, overseeing configuration, user permissions, and feature enablement.
• Roll out AI Co-Pilot and drive the adoption and optimisation of AI features (bots, macros, predictive analytics, etc).
• Build and maintain efficient workflows, automations, SLAs, triggers, views, macros, and dashboards.
• Collaborate with CS leadership to align Zendesk configuration with team structure and operational goals.
• Monitor performance, flag inefficiencies, and proactively recommend and
• implement system improvements that boost productivity and customer satisfaction
• Keep up with the latest Zendesk updates, features, and best practices, and proactively identify opportunities to enhance workflows, improve system efficiency, and introduce relevant innovations.
• Support and manage any third-party integrations or API-based solutions that enhance Zendesk functionality.
• Design and deliver structured onboarding and continuous training across Zendesk tools, dashboards, and reporting, AI features and how to use them effectively, SOPs, internal tools, escalation protocols, and customer experience best practices
• Maintain a robust knowledge base, training library, SOP documentation, and self-help tools
• Conduct skills gap analyses, assessments, and refresher training to ensure ongoing proficiency
• Drive a culture of learning and improvement, championing innovation and customer-centric thinking
• Build and maintain dashboards - assisting the Customer Service leadership team to track and analyse training effectiveness, KPIs, trends, as well as generate reports to support operational decision-making.
• Provide regular insights to management on Zendesk usage, training progress, and opportunities for optimisation.
• Manage and maintain our online Help Centre through Zendesk Guide - ensuring content is accurate, relevant, and user-friendly.
• Ensure data integrity, user security, and system compliance.
• Collaborate with the IT department to resolve technical issues affecting the Customer Service team, log IT support tickets for onboarding and offboarding, and advocate for tools or upgrades that enhance team productivity.

• Minimum 2 years of hands-on Zendesk administration experience, ideally in a high-volume support environment.
• A strong foundation in customer service workflows, with experience in contact centres or e-commerce environments.
• Proven experience administering Zendesk, ideally in a high-volume support environment.
• Strong understanding of Zendesk's capabilities, including Support, Guide, AI features, automations, triggers, and reporting.
• Comfortable…