Customer Success Assistant

About the Company

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As a global leader in customer service and support, we help organizations understand their customers, improve communications, and connect through various channels. We believe in creating simple, powerful, and intuitive software that drives better customer experiences and fosters growth for businesses worldwide. Join our passionate team and contribute to a world where customer service is not just good, but outstanding.

Job Description

Are you passionate about helping people and eager to kickstart your career in customer success? Zendesk is looking for a motivated and enthusiastic Customer Success Assistant to join our fully remote team. This is an entry-level position perfect for individuals who are just starting out and eager to learn the ropes of customer relationship management and support. You will play a crucial role in ensuring our customers receive outstanding service and achieve their goals with our products. This role offers comprehensive training and a supportive environment for professional growth.

Key Responsibilities

• Provide administrative support to the Customer Success team, including scheduling meetings, organizing documentation, and preparing reports.
• Assist with onboarding new customers by providing introductory resources and guidance on product features.
• Respond to basic customer inquiries and provide initial troubleshooting for common issues, escalating complex cases to senior team members.
• Monitor customer health and engagement metrics, identifying opportunities for proactive outreach or intervention.
• Help prepare materials for customer presentations, workshops, and training sessions.
• Gather customer feedback and relay insights to product and engineering teams for continuous improvement.
• Maintain accurate and up-to-date customer records within our CRM system.
• Collaborate with internal teams to ensure a seamless customer journey and experience.

Required Skills

• Excellent written and verbal communication skills in English.
• Strong organizational abilities and attention to detail.
• Proficiency in basic office software (e.g., Google Workspace, Microsoft Office).
• A proactive, problem-solving mindset and a positive attitude.
• Ability to work independently and as part of a remote team.
• Eagerness to learn about customer success best practices and our product suite.

Preferred Qualifications

• Prior experience in a customer-facing role (e.g., retail, hospitality, call center).
• Familiarity with CRM software (e.g., Zendesk, Salesforce).
• Proficiency in additional languages, particularly Cantonese or Mandarin, is a plus.
• A degree or diploma in Business, Communications, or a related field.

Perks & Benefits

• 100% Remote Work: Enjoy the flexibility of working from anywhere.
• Comprehensive Training: Structured onboarding and continuous learning opportunities.
• Health & Wellness Programs: Support for your physical and mental well-being.
• Career Growth: Clear pathways for advancement within the Customer Success organization.
• Generous Paid Time Off: Recharge and take time for yourself.
• Team Building Events: Regular virtual and occasional in-person gatherings.
• Employee Stock Purchase Plan: Own a piece of our success.

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