We are an ecommerce company looking for a Zendesk expert to completely organize, automate, and optimize our customer support system. Right now our support inbox works, but it is not fully automated or structured properly, and we want a professional who can come in, clean everything up, and build a scalable Zendesk system that minimizes manual support work. Our goal is to reduce repetitive tickets and automate common requests using triggers, macros, workflows, and integrations. This is not a basic customer service job. We are looking for someone who specializes in Zendesk architecture, automation, and operational efficiency. Our Tech Stack • Shopify – order fulfillment • Phoenix – checkout / payment processing • Klaviyo – email marketing • Zendesk – customer support platform Main Ticket Types We Receive The majority of our tickets fall into these categories: Tracking Questions Customers asking where their order is Shipping status questions Tracking link requests Digital Product Refunds Customers requesting refunds for digital downloads VIP Membership Questions Cancel VIP membership Billing questions Subscription issues What We Want Built We want someone to fully restructure our Zendesk system, including: • Smart ticket routing • Automated responses for common ticket types • Macro system for support agents • AI or rule-based ticket categorization • Trigger-based workflows • Automated refund handling (where possible) • Tracking lookup automation for orders • VIP membership cancellation workflows • Internal tagging / reporting system The goal is that most tickets either resolve automatically or require minimal human input. Ideal Candidate You are someone who: • Has deep Zendesk automation experience • Has worked with ecommerce support systems • Understands Shopify order workflows • Can build macros, triggers, views, and automation at scale • Thinks like a systems architect, not just a support agent Bonus if you have experience with: • Shopify integrations • Klaviyo triggers / email automation • Subscription or membership support flows • Digital product refund workflows Deliverables We want you to: Audit our current Zendesk setup Design the optimal support workflow Implement automations and triggers Create macros for support agents Document the system so our team can maintain it Project Scope Initial Project: Zendesk audit + full automation setup Possible ongoing work: • Support system optimization • New automation workflows • Scaling support as the company grows To Apply Please include: 1. Examples of Zendesk systems you’ve built or automated 2. Your favorite Zendesk automation you’ve created 3. How you would reduce tracking-related support tickets Applicants who clearly understand Zendesk automation and ecommerce workflows will be prioritized.