Description: * Bachelor's degree completed or in progress in Technology, Logistics, Engineering, or related fields; * Experience in supporting and administering customer service systems, preferably Zendesk; * Solid knowledge of Zendesk configuration, customization, and feature tailoring; * Familiarity with customer service workflows, performance metrics, and customer satisfaction indicators; * Effective communication skills, both written and verbal, to interact with various departments within the company; * Knowledge of automation tools, reporting, and data analysis; * Intermediate/advanced English desirable for interaction with Zendesk’s global support team. Differentiators: * Zendesk Certified Professional certification; * Experience in customer service system integration projects; * Knowledge of agile methodologies, such as Scrum or Kanban. * Act as the technical owner of Zendesk, ensuring platform governance and evolution; * Design, implement, and optimize complex customer service workflows and routing; * Create and maintain advanced automations (Triggers, Automations, SLA Policies, Omnichannel Routing); * Lead integrations with internal and external systems using REST API, webhooks, and orchestration tools; * Lead the development of applications using ZAF (Zendesk App Framework); * Establish standards, templates, and best practices for the Help Center, including theme and component customizations; * Create and maintain strategic customer service dashboards, analyzing metrics and guiding adjustments; * Identify bottlenecks, conduct diagnostics, and propose structural solutions; * Support internal teams with onboarding, training, and guidelines for best practices; * Represent the area in product discussions, continuous improvement, and scalability initiatives. 2512200202551929096