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

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

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

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

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

Experience & Background

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

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

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

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