Customer Experience Solutions Specialist at Universal Music Group Philadelphia, PA

Customer Experience Solutions Specialist job at Universal Music Group. We are UMG, the Universal Music Group. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. We're looking for a Customer Experience Solutions Specialist to join our internal UMG Zendesk team and support one of our key eCommerce partners. Skills & Abilities: • Hands-on expertise in Zendesk administration, configuration, and optimization • Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs • Experience with API-based integrations and middleware platforms • Proven ability to translate business requirements into effective technical solutions • Track record of improving processes, adoption, and customer experiences within Zendesk • Strong understanding of customer service operations and best practices • Skilled in reporting, analytics, and dashboard creation to guide decision-making • Excellent problem-solving abilities with high attention to detail • Effective communicator, with demonstrated success in cross-functional collaboration • Experience leading or contributing to cross-functional projects involving multiple stakeholders Experience: • 3+ years of experience in Zendesk administration • Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles • Demonstrated success aligning Zendesk capabilities with strategic business objectives • Experience generating insights and recommendations through data analysis and reporting • Background in customer support, operations, or CX strategy preferred Education & Certification • Bachelor's degree (or equivalent experience) in IT, Engineering, or a related technical field • Zendesk Administrator Certification preferred (past or current), but not required Perks Playlist: • Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit • Comprehensive medical, dental, vision, and FSA options, as well as: • 100% coverage for out-patient mental health services • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year) • A lifetime fertility support allowance of $30,000 to plan participants • Student Loan Repayment Assistance and Tuition Reimbursement • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation • Variety of ways to prioritize much-needed time away from work including: • Flexible Paid Time Off (PTO) for exempt employees • 3-weeks PTO for non-exempt employees • 2-weeks paid Winter Break • 10 Company Holidays (including Juneteenth and Wellbeing Day) • Summer Fridays (between Memorial Day and Labor Day) • Generous paid parental leave for every type of parent

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