ZenDesk Manager & Onboarding Specialist

Clune Tech is a world-leading provider of international taxation, finance, and fulfilment services to clients in over 100 countries ranging from blue-chip financial service companies to individual investors & cross-border workers.

Sprintax, part of Clune Tech, is a web-based tax return preparation software that provides a number of tax related services to non-residents in the United States. We help thousands of international visitors such as students, scholars, teachers, trainees, researchers, work and travel participants and other foreign individuals that are temporary in the United States each year with the preparation of their tax returns.

Currently we are looking for Zen Desk Manager and Junior Onboarding Specialist.

Working shift: Monday - Friday, options between 14:00 PM - 22:30 PM, 16:30 PM - 01:00 PM or 12:00 PM - 20:30 PM

Responsibilities:

1. ZenDesk System Administration & Optimization

• Oversee the setup, configuration, and continuous improvement of ZenDesk for Sprintax Calculus and newly launched products.

• Manage user roles, permissions, workflows, and automation to ensure an efficient and well-structured support system.

• Regularly analyze ZenDesk performance metrics (e.g., ticket resolution times, customer satisfaction) and implement improvements.

• Work with IT and development teams to integrate ZenDesk with other systems (CRM, reporting tools, etc.).

2. Knowledge Base Management

• Develop, maintain, and continuously improve ZenDesk’s knowledge base for Sprintax Calculus and all related products.

• Ensure that all articles, FAQs, and guides are accurate, up-to-date, and user-friendly.

• Regularly review and update content based on user feedback, common issues, and new product features.

• Work with tax experts, technical support teams, and product managers to ensure documentation reflects the latest compliance and system updates.

3. Auto-Suggestions & AI Assistance Optimization

• Ensure ZenDesk’s auto-suggestion feature provides relevant and helpful responses based on user queries.

• Train and refine ZenDesk’s AI-based suggestions by analyzing common queries and adjusting keyword associations.

• Monitor user interactions with the auto-suggestions and implement improvements to enhance accuracy.

4. Junior Onboarding Specialist Responsibilities

• Assist new Sprintax Calculus clients with initial onboarding, setup, and best practices.

• Guide customers through system functionalities, key features, and compliance processes.

• Conduct introductory training sessions and product demonstrations for new users.

• Ensure a smooth transition from sales to active usage by addressing onboarding-related concerns.

• Gather feedback from new clients to improve the onboarding process and user experience.

5. Support Process Improvement & Automation

• Identify and implement automation rules, macros, and triggers to optimize ticket handling and reduce manual workload.

• Develop workflows that streamline support processes and ensure faster response times.

• Collaborate with support teams to identify bottlenecks and suggest efficiency-enhancing tools or practices.

6. Reporting & Analytics

• Track key ZenDesk support metrics (e.g., first response time, resolution time, satisfaction scores).

• Generate reports on support trends, common issues, and areas for improvement.

• Present findings to management and work on action plans for continuous enhancement.

7. Collaboration & Training

• Train support teams and new hires on best practices for using ZenDesk efficiently.

• Conduct regular training sessions on ticket management, automation, and customer interaction best practices.

• Act as the main point of contact for any ZenDesk-related issues and improvements.

8. New Product Support System Setup

• Ensure newly launched products are properly integrated into ZenDesk, including support ticketing, automation, and knowledge base.

• Develop customized workflows, categories, and support structures for new products.

• Work closely with product and marketing teams to ensure a smooth customer support experience from launch onward.

What’s in it for you?

• Flexible Working Policy with a combination of remote and office working*
• Multisport Cards
• 22 Annual Leave Days for all employees plus additional days with length of service
• Lifework days: ½ day each quarter to get your life work done
• Flex hours where you can work your 40 hours across 4.5 days
• Additional Health Insurance including dental and vision care
• Team Buildings & Parties
• Life Insurance
• Refer a Friend Bonus
• Discounts across various stores, theatres, restaurants
• Employee CSR Programme, CluneTech Cares, with one paid Volunteer Day per year
• CluneTech Life – corporate wellness program
• Monthly Food Vouchers
• Company Paid Trainings & Learning Accounts
• #OneTeam Awards and Annual Employee of the Year Awards
• Milestone Recognition Program
• Free Sports: Football, Tennis, Volleyball
• Employee Assistance Program
• Meeting Free Days – a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!

We would like to thank you for your interest in this role. Please note that only shortlisted applicants will be contacted for an interview.

At Sprintax, we’re proud to be an equal opportunities employer. Qualified applicants will be considered without discrimination on the basis of gender, marital status, family status, sexual orientation, religion, age, disability and race. This position is also suitable for individuals with permanent impairments (with ≥50% incapacity) who have no medical preventatives to be employed.

The advertisement is suitable for candidates with disabilities who have no medical contraindications to work with a Video Display and significant visual strain.

Please note that when applying for a position with CluneTech, you voluntarily submit your personal data. This data will be processed for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data.