Zendesk Experts in Germany
in minutes from over 15,000 CVs with vetted, available specialistsHire experts who configure Zendesk Support, build help center workflows, connect chat and ticket routing, and keep service operations clean across teams. Get fast, precise matching with vetted, available freelancers.
Meet FRATCH Experts in Germany, who have recently used Zendesk
Claudio Matteuzzi
Last position:
Head of Customer Service at Bluebrixx.com & MCW.de
Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.
- Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
- Development of mentoring programmes, a role matrix and HR master plan for 2026
- Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
- Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
- Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
- System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
- Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
- Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
- Introduction of customer-focused goodwill policies as a measurable cultural shift
- Development of a 3-year digital agenda with a focus on automation and customer retention
Key Achievements
- Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
- Backlog reduction: From months to ⌀ 14 days
- Response time: From days to 3 hours
- System migration: Outlook→Zendesk successfully completed
- Processing thousands of tickets in the backlog
Daniel Wambua
Last position:
Technical Support Manager at Verizon Connect
- Developed and optimised structured support workflows and evaluation procedures, applying consistent quality standards across high-volume operational tasks.
- Monitored performance metrics to identify systemic issues and drive targeted improvements — a skill directly transferable to LLM performance metric analysis.
- Managed escalations and maintained high accuracy and satisfaction standards in a fully asynchronous, remote-first environment.
David Pillon
Last position:
Senior Product Marketing & Communications Manager at Zalando SE
- Developed a first communication framework for the Wholesale division, significantly improving both internal and external interactions
- Created essential internal onboarding materials to facilitate smoother team integration
- Developed and maintained partner-facing enablement materials to strengthen external partnerships
- Implemented effective tooling and processes to support ongoing communication efforts
- Drove product adoption through strategic positioning, multi-channel communication plans and enablement materials
- Served as the primary liaison between topic specialists and brands, ensuring clarity in partner updates
- Enhanced copy and content strategy by leveraging analytical insights and optimizing brand guidelines
Yvonne Tornow
Last position:
Zendesk Reporting at Buddy&Selly
- Creation of new reports, triggers, and alerts in Zendesk due to price adjustments in logistics
Marcel Oelschläger
Last position:
Senior UX Designer | Redesign of a Complex B2B Risk Management Platform at Schleupen SE
trategic Requirements Management: Steered user-centric product development for highly complex analytical platforms in close coordination with Product Owners.
Team Enablement: Provided technical supervision and UX alignment across multiple development teams to ensure consistent implementation.
Translation of Requirements: Translated complex business logic into intuitive, user-centric concepts and workflows along the entire customer journey.
End-to-End Design: Led ideation, conceptualization, and UI design for UX projects, accounting for cross-functional requirements.
Quality Assurance: Ensured strict adherence to and verification of usability standards and web accessibility (WCAG) within a B2B context.
Stakeholder Management: Confidently presented and defended design solutions to senior management and specialized departments.
Cross-functional Collaboration: Acted as the primary interface between Product, Engineering, and Business to resolve conflicting objectives within the design process.
Archana Ravikumar
Last position:
Power BI Assistant at Cataliquent Projekt GmbH
- Evaluate, design, and implement Power BI solutions for Cat4 reporting, significantly improving reporting efficiency, accuracy, and stakeholder visibility.
- Develop and maintain robust data integration interfaces between Cat4 and Power BI, eliminating manual processing bottlenecks.
- Configure and continuously optimise Power BI reports to deliver sharper management insights and support data-driven decision-making.
- Ensure full GDPR data protection compliance across Power BI reports, proactively identifying and mitigating risks.
- Acquired in-depth product knowledge of CAT4, a globally deployed enterprise platform, enabling effective requirements analysis, solution design, and seamless Power BI integration across client environments.
- Developed and integrated scalable reporting templates within the CAT4 product interface, delivering new product features and enhancing data visualisation, reporting efficiency, and stakeholder visibility across global users.
- Trained and mentored staff on Power BI configuration and best practices, accelerating adoption and embedding a data-driven culture.
- Prepared clear technical documentation and delivered hands-on demonstrations to end users and clients, ensuring smooth adoption and confident use of Power BI solutions integrated with CAT4.
- Researched and recommended licensing strategies for cost-effective and scalable Power BI deployment.
SKILLS - BI & Visualisation: Power BI (Desktop, Service, Report Builder), DAX, Power Query
Project and Product Management Tool: CAT4
Annette Buschermöhle
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
Fred Schröder
Last position:
Partnermanagement; Project Manager at Schröder Consultants UG
- Finalized partner contracts with application providers for portfolio management (OnePlanTM) and project controlling (ForProjectTM), with ongoing online qualification in the use and implementation of the tools
- Project management for the relaunch of the company website with a focus on these applications
- Development and implementation of about 60 PM standard methods according to ICB4 and PMBoK8 in the Microsoft scenario as CLAUDE - AI Agents (Agentic AI) and a database application, integrated in M365 and MS Project on CLAUDE.
- Definition of PMSP Project Management Standard Process, CMSP Change Management Standard Process, QMSB Quality Management Process to automate PM processes with the goal of launching in the cloud.
- Application development of an organizing system (table of contents TOC) for ChatGPT chats and projects.
- Tools: LinkedIn, ChatGPT, Gemini, Infinity, MS CoPilot, OnePlan, EVMS, Power Automate, SQLDB, O365, MS Project, MS Cloud, ICB4, PMBoK7, CLAUDE, GEMINI, CHATGPT
Felix Risse
Last position:
Automation Developer & AI Expert at Connox
- Database restructuring
- UiPath programming and setting up the automation infrastructure with connection to Zendesk + in-house ERP
- Implementation of 6 processes
- AI and cloud review for later expansion
- Process Mining Analyst with UiPath and Celonis
Christoph Plamper
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 Garcia
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 Greavu
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
Axel Zabel
Last position:
Freelance Management Consultant at Freelance Management Consultant
- Advising companies and institutions in the areas of customer service, customer experience, customer centricity, user journeys, CRM strategy, operations, digital banking, payments, and energy
- Selection and implementation of CRM systems
- Selection and implementation of billing/ERP systems
- Selection and implementation of omnichannel systems
- Selection and implementation of knowledge management systems
- Interim manager (COO, CCSO)
- Project management for CRM and IT projects as well as software rollouts
- Incident management (leading task forces)
Roland Judas
Last position:
Business Analyst Generative AI solutions at Nextedge Technologies
- Conducting market analyses for GenAI solutions
- Developing the go-to-market strategy for an international GenAI/RAG solution
- Supporting the recruitment of offshore specialists in India
- Supporting the sales team
Harry Bruns
Last position:
IT Systems Manager Assistant at Freshfields Bruckhaus Deringer
- Monitoring the health and performance of internal IT systems (servers, networks, endpoints)
- Performing routine checks on Active Directory, SCCM, antivirus, and MDM platforms
- Diagnosing and resolving hardware/software issues on Windows, macOS, and mobile platforms
- Conducting quality checks when implementing new technologies
- Creating accurate documentation of incidents, changes, and service requests
- Tracking and managing IT equipment inventory
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 years
Positions per freelancer
10
Top business areas
Information Technology, Project Management, Customer Service
Top industries
Information Technology, Professional Services, Retail
Certification focus areas
Information Technology, Project Management, Product Development
Bachelor's degree or higher
87%
Master's degree or higher
41%
Doctorate
3%
Certifications per freelancer
2
Most common languages
English, German, French
Speak two or more languages
98%
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Germany 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 Germany 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 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
Service setup
Zendesk is used to run customer support and service operations in one place. It brings tickets, forms, views, triggers, automations, macros, and help center content together so teams can respond with less friction. Strong specialists shape the system around real support processes, not the other way around.
What experts deliver
- Zendesk Support setup and cleanup
- Ticket routing, triggers, and automations
- Help Center and Guide structure
- Agent workflow tuning and reporting
- Chat, messaging, and form setup
When to bring help
Companies usually bring in freelance experts when a Zendesk instance has grown messy, service teams are changing, or a rollout must happen quickly. This is common in Germany across SaaS, e-commerce, logistics, and B2B services where support needs clear ownership and fast response paths. Remote work is often enough, but on-site sessions help when many teams share the same service setup.
Core ecosystem
Zendesk work often touches Guide, Explore, Sunshine, Talk, Chat, and integrations with CRM, identity, and knowledge tools. Specialists should understand customer fields, SLAs, automation logic, API-based changes, and how to keep data consistent between systems. Good experts also know when to simplify the setup instead of adding more rules.
Signs you need a specialist
- Tickets are routed to the wrong team
- Agents use too many manual steps
- Reports no longer match service goals
- The help center is hard to maintain
- Integrations break after changes
Strong delivery
A strong Zendesk specialist works cleanly, documents changes, and leaves the support setup easier to run. They test workflows, protect existing service logic, and make handover simple for internal teams. For Germany-based projects, clear written communication in English or German is often part of the job.
Frequently asked questions
Key details about Zendesk, drawn from the questions we get asked most.
Zendesk is used to manage customer support, service requests, and knowledge content in one system. Teams use it for ticket handling, routing, macros, automations, and help center publishing. It fits companies that want one controlled workflow instead of separate inboxes and manual tracking.
Zendesk is often chosen when a company needs structured ticketing, deeper workflow control, and broader support operations. Freshdesk is often weighed for simpler service setups, while Intercom is commonly considered when messaging and proactive customer contact are the main focus. The right choice depends on how formal the support process needs to be.
A strong Zendesk specialist usually understands support operations, knowledge management, and basic data analysis. API work, webhook handling, and integration thinking also help when the setup must connect to CRM, chat, or identity tools. Clear process mapping is just as important as the tool itself.
A small Zendesk cleanup may only need someone who knows ticket flows, triggers, and help center basics. A larger rollout or redesign needs someone who can manage permissions, automation logic, reporting, and integrations without breaking existing service work. The more teams and channels involved, the more important deep experience becomes.
Yes, most Zendesk work can be done remotely because setup, configuration, and testing are usually web-based. For Germany-based teams, the main requirement is often clear communication and working hours that overlap with the service team. On-site sessions are mainly useful for workshops, stakeholder alignment, or complex process discovery.
Ask for examples of similar Zendesk setups, not just tool knowledge. Look for evidence that the specialist can simplify workflows, document changes, and explain why a routing or automation design makes sense. A good sign is a structured approach to cleanup, testing, and handover.
Typical Zendesk deliverables include a cleaned ticket structure, routing logic, macros, automations, help center pages, and report setup. In more advanced projects, the specialist may also handle chat, talk, sunshine, and external integrations. The best deliverables are usable by the support team without constant rework.
Zendesk is the main product name, while Zendesk Support refers to the ticketing core and Zendesk Suite refers to the broader package around support channels and tools. In practice, many buyers use these names loosely when they mean the same service environment. A freelancer should understand the exact setup you are using before changing anything.
The average hourly rate of freelancers in Germany who have used Zendesk in their recent projects is 109 €, which corresponds to a daily rate of about 870 € based on an 8-hour working day.
Of the freelancers in Germany who have used Zendesk in their recent projects, 87% hold at least a Bachelor's degree, 41% hold at least a Master's degree, and 3% hold a doctorate.
On average, freelancers in Germany who have used Zendesk in their recent projects have 20 years of professional experience, with a single engagement typically lasting around 3 years.
The most common languages among freelancers in Germany who have used Zendesk in their recent projects are English (100%), German (98%), and French (37%).
The most common industries among freelancers in Germany who have used Zendesk in their recent projects are Information Technology (78%), Professional Services (63%), and Retail (49%).
The most common business areas among freelancers in Germany who have used Zendesk in their recent projects are Information Technology (80%), Project Management (71%), and Customer Service (65%).
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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Munich 
Frankfurt Request a free demo
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Philipp Thomaschewski
FRATCH CEO
