Implementation Specialist (Philippines)

Role Details

Location: Metro Manila
Work Arrangement: Hybrid (Mostly Work From Home)
Contract Duration: Permanent
Training Schedule: Monday to Friday, shifting schedule
Expected Start Date: ASAP
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
 

The Role

As the Implementation Specialist, you will play a pivotal role in managing and optimizing our Zendesk platform along with all other tools used by the team. You will oversee the configuration, administration, and continuous improvement of these tools to ensure efficient and effective support operations and customer interactions.
 

What You’ll Do:

• Zendesk Configuration and Administration:
  • Configure Zendesk settings, including ticket forms, automations, triggers, macros, and user roles, to align with business requirements and best practices.
  • Manage user accounts, permissions, and access levels for agents, supervisors, and administrators.
  • Monitor system performance, troubleshoot issues, and collaborate with Zendesk support as needed to resolve technical problems.
• CX Tools Management:
  • Oversee all other tools utilized by the CX team for chat, live channels, and other customer interaction platforms.
  • Configure and optimize settings within these tools to ensure seamless integration with Zendesk and other systems.
  • Stay informed about new features, updates, and best practices in these tools and recommend opportunities for expansion or enhancement.
• Process Optimization:
  • Analyze current support processes and workflows to identify opportunities for optimization and automation within Zendesk and other customer experience tools.
  • Implement and refine workflows, ticket routing rules, and SLA policies to streamline support operations and improve response times.
  • Regularly review and update knowledge base articles and self-service resources to ensure accuracy and relevance.
• Reporting and Analytics:
  • Create custom reports and dashboards to track key performance metrics and KPIs.
  • Analyze data to identify trends, patterns, and areas for improvement in agent performance, customer satisfaction, and operational efficiency.
  • Provide insights and recommendations based on data analysis to drive informed decision-making and continuous improvement efforts.
• Ongoing Support:
  • Serve as the primary point of contact for tool-related inquiries and escalations from the CX team.
• WFM:
  • Ensure schedule is what is executed according to our specs, and last minute changes are made properly.
     

What We Expect From You:

• Proven experience owning and administering a complex Zendesk instance
• Strong hands-on knowledge of Zendesk configuration (triggers, automations, SLAs, forms, roles)
• Experience managing CX tools and integrations
• Ability to design scalable workflows that reduce manual work and improve response times
• Hands-on experience with reporting, dashboards, and CX metrics (Solved tickets, SLA, CSAT, response and resolution times)
• Comfortable serving as the primary point of contact for CX tooling issues and escalations
• Experience partnering with WFM or Operations to ensure coverage aligns with demand and protects SLAs
• Strong communicator with a practical, systems-thinking mindset
• Zendesk Admin Certification preferred but not required.
   

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities