FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support operations, utilizing technologies like Zendesk and KCS methodology to enhance training processes and optimize workflows. Proficient in project management and process improvement within CX environments, ensuring effective communication and collaboration across teams.
Highest-signal resume keywords
Zendesk ExperienceKCS MethodologyProject ManagementAI and Automation KnowledgeAgile Methodologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support OptimizationProcess ImprovementTraining DevelopmentAutomated Workflows CreationAI Instructions Development
Soft Skills
Strong CommunicationTeamworkActive ListeningProactive Problem-Solving
Tools & Technologies
Zendesk CopilotZendeskCRM Platforms
Certifications & Qualifications
Bachelor’s Degree in Business AdministrationBachelor’s Degree in TechnologyBachelor’s Degree in Process Management
Industry Keywords
CX OperationsCustomer SupportOperational EnvironmentsAgile MethodologiesKanbanScrum
About the role
Key responsibilities & impact- Implement technologies that support operations, such as Zendesk Copilot, developing practical solutions to optimize day-to-day customer support
- Improve training processes by ensuring learning methods and tools align with customer support needs
- Support onboarding and ongoing education for CX teams, integrating training practices with ongoing technology projects
- Manage rules and workflows within Zendesk
- Keep the internal knowledge base up to date and document procedures
- Collaborate with CX teams and CAP functions, ensuring the consistency and accuracy of processes and information
- Serve as a communication channel between project delivery and customer support operations, keeping stakeholders aligned and engaged
- Document knowledge bases using the KCS methodology, ensuring traceability and the practical application of lessons learned
Requirements
What you’ll need- Experience with KCS and training in customer support or operational environments
- Knowledge of technology, AI, and automation applied to customer support
- Experience in project management and process improvement
- Currently pursuing or holding a bachelor’s degree in Business Administration, Technology, Process Management, or a related field
- Strong communication, teamwork, active listening, and proactive problem-solving skills
- Experience with Zendesk; experience with the platform’s AI assistant (Copilot) is preferred
- Knowledge of agile methodologies, such as Kanban or Scrum
- Experience creating AI instructions, prompts, and automated workflows
- Experience in CX operations or with support and CRM platforms
Benefits
Comp & perks- Medical and dental insurance with no copay
- Life insurance
- Prescription medication assistance
- Fitness assistance
- Four free therapy or nutritionist sessions per month through Zenklub
- Quick massage at the headquarters
- Flexible meal and food allowance on a Visa card
- Free food at the headquarters
- Childcare assistance
- Parental support program
- Extended maternity and paternity leave
- In-house training platform
- Education assistance covering 70% of undergraduate tuition and language courses, as well as the purchase of courses and books
- Home office allowance
- Work equipment
- Home office furniture allowance
- Partnership with WOBA for access to coworking spaces throughout Brazil
- Birthday-month day off
- Happy hour allowance
- Bonus for referring new employees
- Annual performance-based bonus
- Stock option plan
- No dress code