Work with us!

Are you an aspiring Zendesk whiz with a passion for building seamless customer experiences? We're seeking a talented individual to join our team and revolutionise our Zendesk environment.

As a CX Experts Employee you'll be responsible for:

• Designing and implementing efficient Zendesk workflows and automations.
• Configuring custom fields, views, and triggers to optimize support processes.
• Providing exceptional technical support to both internal and external users.

Bonus points if you have: (role dependant)

• Experience with Zendesk integrations and APIs.
• A knack for crafting clear and concise knowledge base articles.
• A proactive approach to problem-solving and a desire to continuously improve.

Join us and:

• Make a real impact on our customer service operations.
• Work in a collaborative and fast-paced environment.
• Gain valuable experience with cutting-edge Zendesk features.

STOP: Before continuing, please make sure that you have let us know more about yourself by filling out the form below 👇

We’re excited to be hiring and are even more so to offer you the next step in the process: the assignment.

The assignment explained below is designed to do two things:

1. Give you insight into the type of work you’ll be doing should you be successful with your application.
2. Give us insight into your ability to learn and implement.
3. Give us insight into how you approach a Demo in an online environment.

Are you feeling unsure about your skills with Zendesk? Don't worry, that's completely understandable! While having experience with Zendesk can certainly be beneficial, what we value most is your ability to learn and adapt. We are more interested in your potential and whether you possess the capability to excel in using Zendesk effectively. Your willingness to develop new skills and your aptitude for mastering the platform are what truly matter to us. With the right mindset and determination, anyone can become proficient in Zendesk, regardless of their previous experience. So, if you believe you have the drive and capability to succeed, we encourage you to apply and show us what you can do!

The Assignment:

Train:

Take the Zendesk training as linked below (feel free to create an account with your email address).

Build

Build your own trial account using this link.
Feel free to create the account with your personal email address.
 

CORE REQUIREMENTS

1. Preparation & Authenticity

Do: Prepare thoroughly and practice multiple times before presenting
Do: Speak naturally from genuine understanding—don't read scripts
Do: Test your setup completely before presenting (network, audio, video quality)
Don't: Claim features or configurations you haven't actually built
Don't: Make inaccurate claims about how Zendesk features work

Why It Matters: Evaluators can immediately detect dishonesty and scripted delivery. Authenticity signals competency and reliability.

2. Comprehensive Coverage

Must Include:

• Help Center (customer self-service)
• AI Bot/Chatbot functionality
• Ticket submission and creation process for both email and live chat
• Agent interface and ticket management
• Macros (pre-written responses)
• Views (ticket organization and filtering)
• Automations and triggers (configured correctly per implementation guide)
• SLAs (Service Level Agreements)
• Reporting/Analytics (Dashboard and Explorer)
• Side conversations

Common Gaps to Avoid:

• Incomplete agent interface demonstration
• Missing ticket field configurations
• Not showing both customer and agent perspectives
• Skipping reporting/analytics entirely
• Not demonstrating dynamic forms or field transitions

Why It Matters: Evaluators need to see you understand the full customer and agent journey. Incomplete demos suggest limited understanding of the platform

3. Accurate Configuration

Do: Test all features before presenting (e.g., bot responses, macro functionality)
Don't: Configure elements that contradict the implementation guide
Don't: Set up illogical field requirements (e.g., not asking for policy number when needed)
Don't: Make claims about features that don't actually work as described
 

Why It Matters: Correct configuration proves you understand how Zendesk works, not just what it is.

4. Presentation & Pacing

Duration:

Target: 12-15 minutes
Acceptable: Up to 20 minutes if every second adds value
Avoid: Rushing through content or excessive time on non-essential features
 

Navigation:

Do: Move deliberately through the interface
Do: Pause to explain what you're doing before clicking
Do: Use clear, organized transitions between sections
Don't: Click through multiple tabs/buttons simultaneously (creates confusion)
Don't: Jump around erratically or leave viewers disoriented
Don't: Include long periods of silence or searching for features
 

Language:

Do: Use clear, professional language
Do: Explain why features matter (e.g., "This reduces ticket volume by allowing self-service")
Do: Speak conversationally, not robotically
Don't: Read word-for-word from notes
Don't: Use jargon without explanation
Don't: Sound uncertain or hesitant about core concepts

Why It Matters: Presentation style reveals confidence, organization, and ability to communicate technical concepts to non-technical stakeholders.

5. Demonstrate Understanding Beyond Features

Do: Explain the business value of each feature (e.g., how macros improve efficiency)
Do: Show how features work together as an integrated system
Do: Create realistic scenarios (actual customer journeys, not test data)
Do: Demonstrate engagement with the implementation guide and requirements
Do: Show problem-solving approach (e.g., how dynamic forms personalize experience)
Don't: Just show features without explaining why they matter
Don't: Create fake/test tickets labeled "test" or "demo"
Don't: Ignore the broader customer experience story

Why It Matters: Technical competency matters, but understanding business impact separates good candidates from great ones.

RECOMMENDED DEMO STRUCTURE

Opening

Brief introduction and role
Overview of what you'll demonstrate
Business context (e.g., "This Zendesk instance supports funeral insurance claims")

Customer Journey (4-5 minutes)

Help Center walkthrough
AI Bot interaction
Ticket submission process
Show how customer receives confirmation

Agent Experience (4-5 minutes)

Ticket assignment and views
Macro usage
Ticket status updates
Side conversations/collaboration

Admin & Automation (2-3 minutes)

Triggers and automations
SLAs
Ticket fields and dynamic forms

Reporting & Analytics (2-3 minutes)

Dashboard/Explorer
Key metrics and insights

Closing (30 seconds)

Request access to the CX Experts Implementation Guide by sending an email to support@cxexperts.co.za. Use this guide to add some customisation to your instance for extra brownie points. We recommend that you request this access by sending a separate email to support@cxexperts.co.za and make use of it for your assessment.

You'll need to create an account on our Help Centre to access this article.
(Note: The Template the article speaks about a template that can be duplicated and populated with your own dummy information)

Top Tips:

Don’t stress! Take it slow. It’s a detailed platform and you never truly master it because they keep introducing new things. We’re just looking for the basics to be done and done well. We can train you on the rest.

When you’re ready to present your instance you can book some time with our Head of Customer Success, Dave, here.