Company Description
Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune.

Salary Range:

Reverb's customer operations team is responsible for analyzing and reporting on customer trends, training and enabling our workforce, and improving our internal resources to provide an excellent support experience for both our customers and members of the customer experience organization.

The Zendesk Systems Manager is responsible for overseeing strategy, maintenance, and development related to our Zendesk instance. In addition to facilitating all of our interactions with our customers, Zendesk also hosts our internal and external Help Center resources. You will work closely with Customer Operations leads across several departments to implement their vision across our Zendesk instance.

This role will partner directly with our representatives within Zendesk Premier Support, Assist, and Professional Services to help in bringing your ideas to reality. This role will also be the direct manager of our Operational Systems Manager, who is responsible for our Ada chatbot instance. The Operations Team is a highly collaborative team, and we expect to learn as much from you as you may learn from us!

This is a full-time position reporting to the Senior Manager of Customer Operations. Our hybrid work model offers flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to the office location 4+ times per month.

Responsibilities

• Bring Customer Experience tooling projects to fruition, with a focus on collaboration with providing deliverables on time.

• Partnering with Zendesk Assist, Premier Support, and Professional Services to ensure that work meets best practices for Zendesk and has opportunities for redundancy from our Zendesk Partners.

• Maintain and make edits to Zendesk reporting dashboards, tags, macros libraries, triggers, and more based on feedback from Operations, Marketing, and Legal Teams.

• Manage Reverb’s Operational Systems Manager, responsible for all work within our Ada chatbot, with a focus on using customer insights to inform projects.

• Identify opportunities to improve the agent and customer experience using a combination of data from customers and Reverb’s core business targets and provide key insight analysis.

• Reporting on efficacy of Zendesk initiatives, and being a resource for other teams on reporting within Zendesk Explore.

Requirements

• Extensive experience with all elements of the Zendesk platform, including Support, Chat, Messaging, Guide, Talk, and Explore.

• Experience with Zendesk Assist, Premier Support, and Professional Services programs.

• Experience with business intelligence platforms such as Looker.

• Strong project management skills and people management experience.

• Has acted as a “point person” for larger Zendesk transitions, including but not limited to migrations to Agent Workspace, moving from Chat to Messaging, and standing up a new/revised Zendesk instance.

• Familiarity and comfort with both declarative and generative chatbot tools.

• Zendesk Support Administrator Expert certification.

Qualifications

• Previous experience in a solution-oriented customer service role.

• Experience providing support via a live chat service like Zendesk Chat/Agent Workspace.

• Excellent written and verbal communication skills.

• The ability to learn new programs, type quickly and generally multitask on a computer.

• Ability to work full-time hours: Monday-Friday, 9am-5pm CT.

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:
● 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
● Life, AD&D, and supplemental long-and short-term disability insurance
● A matching 401(k)
● A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
● Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft, LinkedIn Learning and Codecademy
● 18 weeks of gender-neutral parental leave for the birth or adoption of a child
● Up to $25,000 reimbursement of adoption and/or surrogacy related expenses
● Paid sabbatical program
● $1,000 annual work/life stipend
● Access to free supplemental online mental health services and meditation apps
● Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!