Description We are a growing design & lifestyle brand (Rosendahl Design Group US) and have recently adopted Zendesk as our customer support platform. We need an experienced Zendesk consultant to help us configure everything correctly from the ground up and set us up for long-term scale. What we need help with Initial configuration — account structure, agents, groups, roles, and permissions Ticket flows & routing — smart triggers, automations, and SLA policies tailored to our team Customer segmentation — tagging, organizations, and custom fields to distinguish B2B wholesale accounts from B2C/D2C customers Integrations — connecting Zendesk to our existing tools (e-commerce, Shopify, email, and potentially NetSuite) Help center / knowledge base — setting up a self-service portal with branded content AI & automation — implementing Zendesk AI features (Answer Bot / Copilot), deflection flows, and smart auto-replies Reporting & dashboards — custom views and Explore reports so we can track team performance and ticket trends Documentation & training — brief SOP so our team knows how to use and maintain the setup About us We are the US subsidiary of Rosendahl Design Group, a Danish design house. We sell across multiple channels — independent retail, e-commerce (Shopify D2C), Amazon, Wayfair, and a wholesale B2B network of ~400 accounts. Our support needs span consumer order inquiries, wholesale account management, and returns/claims handling, so correct segmentation and routing is critical. Ideal candidate Proven Zendesk implementation experience (please share examples or case studies) Experience with Zendesk AI / Copilot / Answer Bot setup Comfortable working with e-commerce brands — Shopify integration experience is a plus Strong communicator who can explain decisions and train a small team Available for an initial intensive setup phase followed by lighter ongoing advisory Engagement We are open to either a fixed-price project for the initial setup or an hourly contract. We expect the core setup to take 2–4 weeks, with potential for an ongoing retainer afterwards. Please include in your proposal: your Zendesk certifications or relevant experience, examples of similar setups you have delivered, your suggested approach to the AI/automation layer, and your rate. We are a small, fast-moving team and value someone who takes initiative and delivers clean, documented work. Looking forward to hearing from you. Best regards, Thomas