Key Skills

Job Description

📍Eindhoven (3 days in office) | 🗓️ 40hrs per week 🚀 This is what you tell people at parties At Sendcloud we have an all-in-one shipping solution, where we automate the shipping processes for e-commerce. With more than 25,000 customers throughout Europe, and soon beyond, Sendcloud is aiming to become the leading shipping solution worldwide. We have a high performing environment and we get rewarded for all of our wins. Together with Sendcloud, I am on a mission to empower businesses with world-class shipping. 🧐 The Role As CS Systems Specialist, you join the CS Operations team, part of Sendcloud’s Operations department. You own the setup of our ticketing system (Zendesk) for our Customer Service (CS) department. You are the bridge between CS and the rest of Operations, so you get to know our operation inside out and make sure what happens there is reflected in how CS works. You make sure our agents have the right tools to help customers fast, and that tickets end up in the right place. You build and maintain triggers, automations, views, macros, ticket forms and fields, and you keep the setup clean and easy to understand. When something breaks, you are the first person people come to. You dig in, find the root cause and fix it. Next to that, you map how work flows through CS, spot where time is lost and automate the manual steps. You work closely with CS leadership and team leads, and side by side with the data and automation people in your team to turn ideas into working solutions. It's in your nature to streamline processes as you cannot stand inefficiencies. ✅ What you bring to the table Personally You are proactive, hands-on, and an excellent communicator. You thrive in [type of environment, e.g. fast-paced, data-driven, collaborative] You love troubleshooting and keeps digging until the root cause is found. You are excited to make a meaningful impact on the business by driving operational improvements. You work in a pragmatic way and are an inventive problem solver. Professionally You have at least 2 years of relevant experience as a Zendesk admin or in a similar role with a ticketing tool or CRM. You know Zendesk (or similar CRM) inside out: triggers, automations, views, macros, ticket forms, fields and user roles. You can map a process and turn it into a clear, automated flow. You're experienced in using AI to automate support work. You hold a Bachelor's or Masters degree, or has equivalent hands-on experience. ❤️ Our Values 💩 No bullshit: Big egos suck. Be open, honest and transparent. Share your mistakes openly and learn from them. Don’t just talk about problems, solve them. 🎯 Grow & win: Be highly curious, adaptable & proactive. Embrace discomfort and change. Keep an open mindset and learn from others. You invest in our growth, so we invest in yours. 🎠 Have fun: Work hard, laugh harder. Not everything has to be serious. Be yourself, especially if you’re the good kind of crazy. Sendcloud is an adventure, not a corporate maze, enjoy the ride. 🎉 Benefits 💸 Salary - Starting from €3500 gross per month, which includes an 8% holiday allowance. 🧠 Brain Benefits - €2,000 learning budget Courses, certifications & conferences Growth in an international team 🌴 Time Benefits - 28 days of paid vacations per year Extra day off on your birthday Swap public holidays for meaningful ones ✈️ Sabbatical Benefits - 4 weeks fully paid every 3 years 🏡 Home Benefits - Flexible hybrid model (X+ days/week in office) €500 home office budget 💪 Body Benefits - Company gym Free lunch every Monday Fresh fruit Barista coffee 🚌 Travel Benefits - Monthly commuting allowance 🪑 Future Benefits - Pension scheme Employee discount programs 🐾 Vibe Benefits - Dog-friendly office After-hours drinks at the Sendcloud Bar

Core Responsibilities

Own and maintain the Customer Service Zendesk setup, including triggers, automations, views, macros, forms, fields, and routing, while troubleshooting issues and keeping the system clear and reliable. Map Customer Service workflows, identify inefficiencies, and collaborate with team leads, leadership, and data and automation colleagues to implement improvements.

Requirements

Candidates need at least two years of experience administering Zendesk or a similar ticketing or CRM system, with strong knowledge of its configuration and user roles. They should be able to map and automate processes, have experience using AI to automate support work, and hold a bachelor's or master's degree or equivalent hands-on experience.

Benefits

• Learning Budget
• Paid Vacation
• Birthday Day Off
• Paid Sabbatical
• Flexible Hybrid Work
• Home Office Budget
• Company Gym
• Free Lunch
• Fresh Fruit
• Barista Coffee
• Commuting Allowance
• Pension Scheme
• Employee Discounts
• Dog-Friendly Office
• After-Hours Drinks