Senior Self Service Specialist, Onboarding & Adoption Focus

Job Title

Zendesk's Digital Customer Experience team is seeking a Senior Self-Service Specialist to develop and maintain assets, with a focus on visual and interactive content.

Zendesk's Digital CX team is on a mission to enable our customers to realize value through relevant, high-quality digital resources, built from the deep well of internal knowledge Zendesk employees have. Self-Service Specialists support this effort by creating and curating high-quality learning assets, continuously improving them over time, and optimizing for search engines, LLMs/Answer engines, and audience feedback.

This unique role offers the opportunity to be a part of the team that sets the standard for best in class self-service customer support.

What You'll Do

• Research and develop a deep understanding of customer profiles and typical product adoption paths.
• Identify critical digital assets and guidance that customers need to succeed without 1:1 human support.
• Create, publish, curate, and maintain various self-service learning resources including written articles, instructional videos, webinars, slide decks, guided tutorials, and interactive prototypes.
• Optimize content for search engines, large language models (LLMs), and audience feedback to continuously improve engagement and usability.
• Ensure consistency by following Zendesk style guides and best practices in content information architecture.
• Manage publishing and upkeep of Knowledge-Centered Service (KCS®) content.
• Use analytics tools to assess digital asset impact, user engagement, and opportunities for improvement.
• Collaborate closely with internal teams (Customer Success, Product Marketing, CX Automation, Chatbot, Lifecycle Marketing) to proactively deliver adoption and retention materials at key customer touch points.
• Respond to internal and customer feedback to innovate the digital customer experience continuously.

What You Bring To The Role

• Minimum 3 years' experience in digital content creation, including knowledge articles, instructional videos, virtual lessons, demos/tutorials, and interactive prototypes, ideally for software or technical products.
• Strong skills in analyzing web analytics, SEO, content optimization, and customer journey orchestration.
• Fluent in English (written and spoken) with excellent communication skills and ability to simplify complex topics.
• Demonstrated ability to handle multiple projects and adapt quickly to changing priorities and deadlines.
• Highly organized, detail-oriented, self-directed, and collaborative in a global, fast-paced environment.
• Familiarity with Zendesk products is highly preferred.
• Passionate about digital innovation and customer advocacy.

Preferred Qualifications

• At least 2 years' experience in creating or wireframing front-end web components, with knowledge of web accessibility and UX design considered a plus.
• Customer-centric mindset and ability to empathize with software users.
• Enjoyment in wearing many hats and managing diverse responsibilities.
• Ability to uncover insights from real customer interactions and internal knowledge.
• Strong teamwork and partnership skills to unite functions and deliver best-in-class self-service

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail with your specific accommodation request.