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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
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.