Self-Service Specialist, KCS Program Focus
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About The Position
Zendesk's Digital Customer Experience team is seeking a Self-Service Specialist to develop and maintain assets, with a focus on adoption, optimization, risk mitigation, and value realization in the Zendesk Suite. In addition, the individual selected for this role will oversee Zendesk's implementation of Knowledge-Centered Service, or KCS. Zendesk's Digital CX team is on a mission to enable our customers to realize value through relevant, high-quality digital resources, built from the deep well of internal knowledge Zendesk employees have. Self-Service Specialists support this effort by creating and curating asset collections, as well as managing functions in support of our program, such as SEO, knowledge management, and proactive/predictive/automated deployment. This unique role offers the opportunity to be a part of the team that sets the standard for best in class self-service customer experience. You'll report to the Director of Self-Service and Community and join a global team of talented content developers. While Zendesk has adopted KCS methodologies since 2016, you'll join us at a transformational time, as we aim to expand these methodologies beyond technical Product Support and begin to harvest collective knowledge from Customer Success teams.
