Zendesk Consultant | Full Remote | German-speaking

Zendesk Consultant | Full Remote | German-speaking

For a strategic digitalization project, we are looking for experienced Zendesk Consultants with strong hands-on expertise in the Zendesk SaaS platform.

The goal of the project is to build and optimize a modern omnichannel customer service platform, covering Chat/Messaging, Voice, E-mail and Ticketing.

We are looking for specialists for two complementary areas:

Your responsibilities:

• Architecture, configuration and hands-on implementation of the Zendesk Suite (Support, Talk, Chat/Messaging, Guide)
• Configuration of Omnichannel Routing, SLAs, Triggers, Automations, Views and Macros
• Integration with existing systems such as ERP/POS, CRM and order management via REST APIs, Webhooks and Middleware/iPaaS
• Setup of Zendesk Explore reporting for operational KPIs and SLA monitoring
• Implementation of security requirements and GDPR-compliant data processing

Your profile:

• Several years of practical experience with Zendesk Suite, ideally including Talk and Chat/Messaging
• Strong hands-on Zendesk configuration and implementation experience
• Experience with REST APIs, Webhooks and system integrations
• Strong understanding of routing logic, SLA design and ticketing processes
• Experience in retail or contact/service center environments is an advantage

Your responsibilities:

• Design and optimization of Zendesk ticketing processes across E-mail, Chat and Voice
• Definition of routing rules, prioritization, escalation processes and business hours
• Configuration and maintenance of Triggers and Automations
• Development and maintenance of Help Center / FAQ structures
• Agent enablement and standard response concepts
• Monitoring and optimization of KPIs such as FCR, AHT and CSAT
• Continuous improvement of customer service processes

Your profile:

• Strong practical experience as a Zendesk Administrator, Consultant or Key User
• Hands-on experience with Triggers, Automations, Routing and Ticketing workflows
• Strong understanding of omnichannel contact center processes
• Analytical mindset and experience with KPI-driven service optimization

• Start: 1 October 2026
• Duration: Until 31 December 2026
• Extension: Possible
• Workload: Full-time, 5 days per week
• Location: 100% remote
• Contract: Freelance / B2B
• Rate: Negotiable
• Language: German required
• Excellent English-speaking Zendesk experts may also be considered for exceptional profiles

Important: We are specifically looking for candidates with real hands-on Zendesk experience. General customer service, CRM or contact center experience without practical Zendesk configuration expertise is not sufficient.