Customer Service Specialist - Zendesk Support

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.