Your Team

As a Zendesk Product Owner, you’ll join an ambitious team of highly motivated, talented individuals who love to collaborate and are driven by helping people achieve their business ambitions. We live and breathe our values, which are to put our members first, work as one team, and be data-driven, as part of our team, they’ll matter to you too.

As part of this team, you will (JD):

● Prepare & own product strategy and roadmap in line with overall customer service strategy

● Play a key role in the Zendesk development process and ensure Zendesk is aligned/designed right from day 1 from a member & customer service perspective

● Contribute to developing customer service processes for all core projects potentially across multiple teams

● Takes part in testing of new functionalities- process/product

● Creates and maintains end to end process/product flow diagrams, and ensure all process steps are well documented

● Raises concerns about the technical product design that could put the stability and resiliency of the business at risk

● Continuously improves product quality

● Work closely with legal, compliance, payments, finance, technical team, ux designers, developers, and other product owners, to continuously optimize processes and innovate within an agile environment

● Deliver a smooth customer experience by ensuring seamless processes

● Ensure all member & customer service processes are automated as efficiently as possible with minimum intervention required

● Own, maintain, and advocate improvements for the tools that track the performance and efficacy of customer service center

● Represent and contribute to our company’s values of data-driven, members first efficiency, One Team

About You

If fast-paced environments, cross-team exposure, inquisitive freedom and the ability to have a real impact on a rapidly growing scale-up appeal to you, then it’s the right place. If you have that along with the following experience, we’d love to hear from you.

The non-negotiables:

● Experienced Zendesk user and admin, knows his way around queues, forms, triggers, and all other Zendesk functionality

● Strong experience in Zendesk functions, keys, shortcuts, & process implementation

● Strong technical skills and self-reliant in extracting, cleaning, and analyzing data, working closely with technical teams

The high desirables:

● Leadership, Hands-on attitude, delivery oriented and results-driven, with a pragmatic implementation focus

● Fluent in English