About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

About you

You have hands-on experience as a Zendesk (or similar platform) administrator and are skilled at optimizing and automating workflows to support efficient Customer Service operations. Customer experience is always your central focus. You have worked with Voice of the Customer initiatives and understand how tools like Qualtrics can drive meaningful improvements. You're confident in reporting tools such as Zendesk Analytics or Power BI, using data to support decision-making and track performance. You are familiar with the ISO27001 framework and understand its relevance to secure and compliant service operations. Above all, you’re passionate about improving both the employee and customer experience through smart system design, enablement, and support

Purpose of Role

We are looking for a Service Technology Specialist to develop and optimize our service platforms.

In this role, you will collaborate closely with the Service Operations Team, Support Managers, and their teams to ensure optimal use of our service systems and reporting tools. Your focus will be on enabling efficient workflows, promoting best practices, and supporting data-driven decision-making across the organisation.

Key responsibilities

• Systems Administration – Manage, develop and support our service systems (Zendesk, Qualtrics, Eloomi++), ensuring that workflows and automations are optimized and aligned with organizational needs and compliance obligations.
• User Support and enablement – Provide system support to our staff in their daily operations.
• Reporting & Data Analysis – Create and maintain actionable dashboards and reports to provide visibility into performance metrics, customer experience trends, and service quality indicators.
• Customer Experience & Continuous Improvement – Stay updated on technology trends, identify automation opportunities, and train teams on systems best practices.
• Monitor and improve automation and bot performance - Identify opportunities to increase efficiency while maintaining high-quality support interactions.
• Document operational processes, workflows, and system changes - to ensure consistency, compliance, and ease of handover across teams

Requirements:

• Proven experience with service management platforms, preferable Zendesk. And an ability to configure, maintain, and optimize workflows to enhance user experience.
• Hands-on experience with customer feedback tools, including survey design, distribution, and reporting for Voice of the Customer programs.
• Familiarity with training and enablement platforms, with an understanding of learning paths, content management, and user engagement.
• Strong analytical skills with experience in reporting, dashboarding, and data interpretation to support operational insights and continuous improvement.
• Solid understanding of service operations and customer support processes, including ticket lifecycle, SLAs, and knowledge management.
• Ability to support and drive automation and quality initiatives, including bot performance monitoring and optimization.
• Knowledge of ISO27001 and how that plays a crucial part in Technology management.

Traits

• Excellent communication skills in English, both written and oral.
• Friendly and approachable
• Strong inter-personal skills
• Autonomous, structured and with good time management skills.
• Flexible mindset and can-do attitude: Willingness to adapt to organizational needs and changes.
• Results-driven with a penchant for identifying and implementing workflow and self-service improvements.

Please ensure you upload your CV in English

At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

#LI-HS1

#LI-Hybrid