Our Professional Services team advises and guides our wide array of enterprise customers as they map any business needs to Zendesk. We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, and organized.
We get our enterprise customers on-boarded quickly and easily by helping them to use, see, learn, and believe in our beautifully simple product. A Services Consultant is an experience-maker for our customers - passionate about making communication easy through customer service and how doing that well can transform a businesses' relationships.Â
Within a Paid Services engagement Services Consultants will be responsible for driving the design and configuration of the Zendesk Product based on the Configuration Workbook and Design Workshops with a Customer and your Engagement Manager. Your ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical. You will also routinely execute on Professional Services Launch Packages and existing customer Optimizations effectively within scope, time, and budget.
**What you'll be doing**
- Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk
- Maintain product expertise across the Zendesk product line
- Collaborate in establishing world-class customer service policies, processes and standards
- Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
- Conduct meetings according to the Zendesk methodology standards
- Perform issue identification, communication, and resolution for complex issues
- Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty




- Ability to manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio
- Ability to manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated
- Ability to gather requirements and issue change orders and scopes for new and existing customers
**Basic Qualifications**:
- Bachelor's Degree
- 5+ years of professional consulting experience, ideally in a customer-facing role
- Good understanding of support process and infrastructure
- Excellent instincts and ability to interface at Manager-Level with ease
- Excellent communication, interpersonal skills, and eloquent writing skills
- Empathy and a unique ability to understand customer needs
- Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
- Passionate about customer service and how it can transform businesses
- Strong project management skills and an ability to multitask without getting frazzled
- Love for teamwork and commitment to building a world-class, enterprise-class integral customer experience together
**Where We Work**
Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more.



We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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, equi

📌 Services Consultant (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México