Zendesk Experts in Berlin
with precise AI matching, vetted and available freelancersHire experts who configure Zendesk Support, design omnichannel workflows and connect customer service data with business systems. FRATCH matches you quickly and precisely with vetted, available freelancers who fit your project.
Meet FRATCH Experts in Berlin, who have recently used Zendesk
David P.
Last position:
AI Generalist at Mercor
- AI-generated content & design human review
Yvonne T.
Last position:
Zendesk Reporting at Buddy&Selly
- Creation of new reports, triggers, and alerts in Zendesk due to price adjustments in logistics
Annette B.
Last position:
Scientific Institute of the AOK (WIdO)
- Creation of publications, reports, and posters (layout, infographics, image editing)
- Proofreading
- Writing and sending newsletters
- Creating forms
- Back office and support for user administration and administration for online portals
- Database and mailing list maintenance
- Dispatch campaigns for publications
- Organization of meetings, workshops, and events
- Contact person for external and press inquiries
- Assistance to management (appointment management, business trips, committee management)
- Office administration
Christoph P.
Last position:
Head of Marketing & Comms at Caspar Health (GOREHA GmbH)
- Led marketing and corporate communications team (8 FTE) with budget and team responsibility to 250+ clinic customers and 150K patients, managing all aspects of marketing, brand messaging and public relations
- Led development of multi-channel demand gen and partner marketing with Sales and CSM (LinkedIn, webinars, email, field marketing, medical briefings in orthopedics, neurology, long-covid, oncology), achieving +180% leads, +120% webinar signups, +35% MQL conversion
- Architected new PLG/app marketing playbook with Product and Data to streamline and leverage product launches, achieving +150% 5-star app reviews from patients and +10 NPS
- Launched ingredient branding strategy, securing two major clinic chain partnerships and patient testimonials. Led proactive PR media and KOL campaigns (+20% sentiment)
- Introduced MarTech AI for marketing automation and campaign efficiency (SFDC, ActiveCampaign, Plausible, Figma), aligned with Legal on GDPR, PDSG, ISO:27001 compliance
Manuela G.
Last position:
Personal Shopper at Outfittery
- Provided personalized fashion consultancy/ personal shopping experience for DE and UK clients through their platform
- Worked closely with the creative and customer service teams.
- Slack
Vladimir G.
Last position:
AI Trainer, Consultant & Fractional/Interim Manager at Freelance / Self-employed
- Delivering AI training and workshops for enterprises on Generative AI, CCaaS & CRM platforms
- Advisory on digital transformation, process optimization and AI-driven automation in CX and operations environments
- Interim executive leadership roles in customer care and operations excellence at C-level / Director level
Tino T.
Last position:
Director Technology at Forte Digital Germany
- Leading 20+ staff in development, site reliability engineering, and architecture.
- Leading the group-wide agentic AI initiative (Norway, Poland, Germany).
- Hands-on solution architect and AI consultant for over 50% of my working time on client projects in the publishing sector – from local publishers to international corporations.
- Strategic consulting and technical implementation of AI workflow platforms (n8n, Workato).
- Developing prototypes for traditional, AI-based, and agentic AI workflows.
Kaung San P.
Last position:
Senior Product Owner / AI Product Manager at Brillar / Atenxion
- Founding product owner. Owned product vision, roadmap, and backlog.
- Worked with engineering, AI research, QA, and DevOps teams.
- Led backlog refinement, sprint planning, reviews, and retrospectives.
- Prioritized features and technical enablers across complex domains.
- Delivered consistent monthly product increments with high customer satisfaction.
- Enabled rapid enterprise adoption by reducing configuration and deployment lead time.
- Established strong product ownership practices within a fast-scaling AI platform team
Ayat A.
Last position:
Operations Training and ITM Manager, Hub Europe at Hitachi Energy
- Built Hub Europe Operations Training Concept (OTC) to meet growth and expansion projects for upcoming 5 years in Power Transformers, Distribution, Insulation and Components.
- Built up Operations Training Centre in Ludvika, Sweden to develop manufacturing skills, reduce production lead, drive manufacturing qualification processes, continuous improvement, testing requirement, HSE and production standards.
- Developed Operations Competency Framework driven by production Onboarding (12-month), shadowing & reverse shadowing, full capacity, coaching and knowledge transfer.
- Constructed Power Distribution and Traction Training Centre in Lodz, Poland with focus on DTR technical capability to meet growth plans and comply with manufacturing qualifications.
- Built the operations training team setup including training project managers and trainers within 18 factories in Europe, led the change management through implementation and readiness framework, localisation and adaptation plans, knowledge transfer programmes.
- Developed the On-Job-Training process and OJT Trainer capability through technical train-the-trainer (TTT) qualification programmes.
- Designed Hub operations training strategy and Integrated Transformer Management (ITM – Kaizen Way), Coaching and Facilitation Framework to enhance performance in key manufacturing parameters such as Safety, Quality, Delivery, Inventory, and Cost (SQDIC).
- Developed a large-scale manufacturing certification and qualification processes, deployed competency maps and matrices for more 50 production areas on POKA knowledge management and LMS, implemented the quality review process to meet the qualification standards.
Omkar K.
Last position:
Operation Manager at Advance Group
- Business process optimization and quality assurance of mobility business, supporting and feedback for sales, marketing and IT teams with current market requirements
- Setting and sustaining OKR, KPIs, OLAs and SLAs in operations and customer support team with Zendesk ticket system
- Detailed management and analysis of operational data streams (e.g. transactions revenue, invoices) for products
- Addressing B2B and B2C customer issues and reporting to stakeholders
- Creating reports to stakeholders to drive operational excellence
- Product support owner for app, portal, listing and pricing
- Analysis and usage of POI data from backend
- Data handling and process optimizations in daily operations with customer support issues
- Analysis of issues and application of problem-solving methods for customer issues
- Vendor management for 200 vendors, including negotiation and contracting for lateral and bilateral engagements
- Sports, food, travel and handling master data reporting for vendors
- Tracking and checking of invoices as per contract and approval for payment
- Understanding of pricing techniques and implementation into SAP system with constant communication with stakeholders for SaaS product efficiency
- Data analysis through MS Excel, Tableau and SQL as per requirements
Felix K.
Last position:
Freelance Product Consultant (Part-time) at Senvo GmbH
- Support to define & execute product strategy & scope out first features
- Mentoring CEO in order to guarantee better product alignment
Tovah S.
Last position:
Head of Product at Upstream
- Architected a business strategy and aligned product strategy increasing organizational clarity, focusing on investor and marketing communication.
- Established Product Market Fit process to refine target customers and use cases.
- Developed business monetization strategies and roadmap aimed at achieving platform profitability within 2-years.
- Assessed operational cost and drafted cost-saving measures doubling runway.
Simon A.
Last position:
Incident Manager at Fourenergy GmbH
- Further development of the error handling process including adaptation to agile methods
- Managing critical errors, overseeing the resolution and rollout of fixes
- Training colleagues on the process flow
Fanny Z.
Last position:
Founder and Head at Digital Diva Deluxe | The Taskforce
- Concept and implementation of websites
- Concept and implementation of additional digital media formats such as blogs, newsletters and podcasts
- Building and managing a diverse international network of media professionals supporting time-critical passion projects
- Clients include courage Magazin, ICS Internationale Computerspiel-Sammlung and neubaukompass Magazin
- Conducting meetings and presentations
- Researching, writing and editing press releases
Jeremy Z.
Last position:
Interim Product Owner at Gesund.de
- Interim Product Owner for B2C e-commerce marketplace for gesund.de, enhancing web presence for medical needs including tracking infrastructure
- Rolled out feature for booking Covid vaccinations and tests at participating pharmacies
- Set up a sustainable second-level support process, moving from an Outlook inbox to Zendesk
Discover over 15,000 top freelancers
Statistics of experts using Zendesk
Aggregated from the professional profiles of matched freelancers.
Experience
20 years
Position duration
3.4 years (Germany: 3 years)
Positions per freelancer
9 (Germany: 10)
Top business areas
Project Management, Information Technology, Product Development
Top industries
Information Technology, Retail, Banking and Finance
Certification focus areas
Project Management, Information Technology, Business Intelligence
Bachelor's degree or higher
88%
Master's degree or higher
38% (Germany: 45%)
Certifications per freelancer
1 (Germany: 3)
Most common languages
English, German, French
Speak two or more languages
94% (Germany: 98%)
Based on our profile pool as of 19 Sep 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Berlin are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Berlin using Zendesk
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 19 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
Zendesk experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (76%)
- Retail (71%)
- Banking and Finance (59%)
- Media and Entertainment (59%)
- Professional Services (41%)
- Transportation (35%)
- Tourism (29%)
- Automotive (24%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Customer service platform
Zendesk is a cloud-based customer service platform for managing support conversations across email, web forms, messaging, voice and social channels. Zendesk Support provides ticketing, routing, service-level controls and customer histories, while Zendesk Suite combines these capabilities with self-service and reporting. Companies use it to create consistent service operations without building a support system from scratch.
Products and ecosystem
The Zendesk ecosystem includes Support, Guide, Talk, Chat, Explore and custom objects, with capabilities shaped by the selected Suite or product setup. Specialists work with triggers, automations, macros, views, forms, fields, business rules and knowledge bases. They also connect Zendesk with CRM, commerce, identity, telephony and collaboration tools through APIs, webhooks, apps and integration services.
Common deliverables
Companies bring in Zendesk professionals for work such as:
- Designing ticket forms, queues, views and routing logic
- Migrating support data, users, organizations and knowledge content
- Building Guide help centers and customer self-service journeys
- Connecting Zendesk with CRM, ERP, commerce and telephony systems
- Creating Explore dashboards for service quality and workload analysis
When expertise matters
Freelance expertise helps when a support operation is moving from shared inboxes or another service desk, expanding across channels, or standardizing service for multiple teams. It is also valuable when workflows have become difficult to maintain, reporting is unreliable, or a new integration must protect data and preserve agent productivity. In Berlin, local teams may combine on-site workshops with remote delivery across international service organizations.
Skills around Zendesk
Strong professionals understand customer service processes as well as configuration. Useful adjacent skills include REST APIs, webhooks, JavaScript for apps and widgets, identity management, data migration, SQL or reporting concepts, and integrations with CRM and commerce systems. They should also understand consent, access roles, auditability and the language needs of multilingual support teams.
What good work looks like
A capable Zendesk specialist starts with service goals, channel requirements and the existing data model before changing configuration. They keep automations readable, document dependencies, test routing and permissions, and separate sandbox validation from production changes. Quality is visible in clear agent workflows, useful self-service content, trustworthy reporting and a handover that lets internal teams manage the system confidently.
Frequently asked questions
Questions about Zendesk? Start with the answers below.
Zendesk is used to manage customer support across ticketing, email, messaging, voice and self-service channels. Companies use it to route requests, maintain customer context, publish help content and monitor service operations.
Zendesk usually focuses on accessible customer service workflows and fast configuration, while Salesforce Service Cloud is closely tied to the Salesforce CRM ecosystem. ServiceNow is often considered for broader enterprise workflows and IT service management, so the right choice depends on data architecture, process complexity and existing systems.
A strong Zendesk freelancer should understand APIs, webhooks, data migration, identity and reporting as well as support operations. Experience with CRM, commerce, telephony, JavaScript apps or knowledge management can be important for connected service environments.
The right Zendesk experience depends on the work, not a fixed tenure. A straightforward configuration may need a specialist who can model workflows and permissions, while migrations, custom apps or complex integrations call for proven delivery across data, testing and change management.
Zendesk work is often suitable for remote collaboration because configuration, testing and documentation can be handled in shared environments. On-site workshops in Berlin can still help when teams need process mapping, training or decisions across customer service, IT and operations.
A Zendesk specialist should communicate clearly with the teams who own support processes and customer content. For Berlin-based organizations, English may be sufficient for international operations, while German can be important for internal workshops, help-center content and local customer journeys.
Review how a Zendesk professional approaches discovery, data structure, routing logic, permissions and testing before implementation begins. Ask for examples of documented configurations, migration plans, reporting setups and handovers, then assess whether the proposed design is maintainable rather than merely fast to build.
Zendesk assignments vary from administration and workflow design to API integrations, custom apps and service transformation. Freelancers should clarify the account setup, products in use, data sources, stakeholder ownership, release process and success criteria before estimating the work.
The average hourly rate of freelancers in Berlin, Germany who have used Zendesk in their recent projects is 103 €, which corresponds to a daily rate of about 822 € based on an 8-hour working day.
Of the freelancers in Berlin, Germany who have used Zendesk in their recent projects, 88% hold at least a Bachelor's degree and 38% hold at least a Master's degree.
On average, freelancers in Berlin, Germany who have used Zendesk in their recent projects have 20 years of professional experience, with a single engagement typically lasting around 3.4 years.
The most common languages among freelancers in Berlin, Germany who have used Zendesk in their recent projects are English (100%), German (94%), and French (47%).
The most common industries among freelancers in Berlin, Germany who have used Zendesk in their recent projects are Information Technology (76%), Retail (71%), and Banking and Finance (59%).
The most common business areas among freelancers in Berlin, Germany who have used Zendesk in their recent projects are Project Management (76%), Information Technology (71%), and Product Development (71%).
Main locations of FRATCH Experts, who have recently used Zendesk
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
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Philipp Thomaschewski
FRATCH CEO
