ReceiptRoller Agent Academy
From customer support basics to operations and team management.
A professional training program to build global CS skills, even while working remotely.
ReceiptRoller Agent Academy
A three-step growth program for mastering professional CS skills.
Build your career through practical, AI-driven, real-world training.
Basic Agent Program
Start from no experience in customer support and grow into a professional CS agent.
Learn customer interaction fundamentals, tool operation, quality management, and productivity to deliver high-quality support even when working remotely.
Chapter 1: The Philosophy and Professionalism of Customer Support
- The essence of customer support
- Balancing customer satisfaction and operational efficiency
- Customer psychology and empathy
- Cross-cultural communication and international etiquette
- Listening and problem-solving skills in support
Chapter 2: CS Tool Structure and Daily Operations
- Overall structure and permission model of CS tools
- Using the agent workspace (email, chat, social)
- Ticket lifecycle (create → assign → resolve)
- Basics of macros, triggers, and automation rules
- Optimizing tags, fields, and view configurations
Chapter 3: Multilingual CS Skills
- Multilingual workflows and translation quality control
- Using AI translation tools (DeepL / ChatGPT) and verifying output
- Communication skills across cultures and languages
- Polite expression patterns in English and Japanese
- Collaboration and reporting in multinational teams
Chapter 4: Next-Generation CS through AI and Automation
- Generating auto-reply drafts using AI (ChatGPT, Webhook)
- Automatic ticket classification and prioritization
- Automated aggregation of SLA and CSAT data
- First-level automation using Bots and Flow Builder
- Criteria for trusting and verifying AI results
Chapter 5: Quality Management and Feedback Culture
- Quality checklist (Tone, Accuracy, Resolution)
- Double-check and peer review processes
- Creating quality reports and improvement cycles
- Strategies to improve CSAT and First Contact Resolution
- Feedback techniques that promote growth, not criticism
Chapter 6: Stress Management and Work Style
- Maintaining focus and switching modes in remote work
- Understanding CS as emotional labor
- Mental reset after difficult customer interactions
- Task prioritization and the science of productivity
- Policies and support for work-life balance
Chapter 7: Teamwork and Manager Collaboration
- Roles and communication within the team
- Understanding shift and task design
- Daily improvements aligned with KPIs and SLAs
- Effective communication with managers and other teams
- Collaborative methods to enhance overall team results
Chapter 8: Case Studies and Practical Exercises
- Analyzing real ticket examples
- Training for complaints, refunds, and delay reports
- Operational improvement workshop
- Simulated multilingual collaboration
- Final test (Knowledge + Scenario)
Completion Requirements and Certification
After completing all sections and passing the final test,
participants will receive the
“ReceiptRoller Certified CS Agent” certificate.
Graduates may be recommended for the “Specialist” or “Team Manager” courses.
Supplementary Sessions and Support
- Monthly online study sessions (topics: AI integration, multilingual ops)
- Chat support to ask instructors questions
- Continuous growth through self-assessment and manager feedback
🧩 Features
・Real CS operation data used as training material
・Available in Japanese, English, Korean, and Chinese
・AI-powered feedback and ongoing assessment
・On-demand format compatible with remote work
・Real CS operation data used as training material
・Available in Japanese, English, Korean, and Chinese
・AI-powered feedback and ongoing assessment
・On-demand format compatible with remote work
Advanced Agent Program
An advanced training program for CS leaders and specialists working on the front line of Zendesk operations.
Develop professionals who can strategically design customer experience (CX) using data, AI, and team management.
Chapter 1: Zendesk Design Philosophy and Customization
- Differences in roles and responsibilities between agents and admins
- Advanced trigger and automation rule design
- Workflow design per ticket type (B2C / B2B / VIP)
- Operational design for custom fields and conditional logic
- Evaluating and selecting Zendesk Marketplace apps
Chapter 2: Data-Driven CS Operations
- Understanding Zendesk Explore data models
- KPI design: response time, reopen rate, and first resolution rate
- Customizing dashboards and setting automated delivery
- Case studies of improvements driven by data insights
- Advanced analysis with BI tools (Looker, Power BI)
Chapter 3: Knowledge Management and Information Design
- Structuring a knowledge base (Help Center)
- Search behavior analysis and FAQ improvement cycles
- Standardizing article templates (tone, structure, tags)
- Encouraging agent contributions to knowledge articles
- Building a culture of internal knowledge sharing
Chapter 4: Optimizing Customer Experience (CX)
- Persona analysis by customer type
- Evaluating UX using the Customer Effort Score (CES)
- Designing and automating escalation routes
- Quantifying feedback and implementing improvement actions
- Tuning client-specific SLAs and quality standards
Chapter 5: Managing AI and Automation
- Monitoring AI suggestions and designing human review flows
- Managing accuracy of ticket classification models (retraining, error handling)
- Understanding bias and accountability in AI utilization
- Maintaining answer quality with ChatGPT integration
- Designing collaboration between AI and humans (hybrid workflow)
Chapter 6: Team Management and Leadership
- Scheduling and workload optimization
- Performance evaluation, 1-on-1s, and feedback methods
- Agent training and onboarding maps
- Problem-solving meetings and building team culture
- Cultural and linguistic leadership in global teams
Chapter 7: Client Communication
- Writing reports and improvement proposals for B2B clients
- Designing Zendesk improvement roadmaps
- Incident handling and root-cause reporting
- Conducting KPI review meetings and operation reviews
- Building trusted “partner” relationships with clients
Chapter 8: Self-Management and Career Design
- Understanding emotional labor and stress handling
- Mental health during long-term remote work
- Optimizing task, time, and life balance
- Habitual learning and internal mentorship programs
- Expanding careers from CS to AI operations, QA, and PM roles
Completion Requirements and Certification
After completing the Basic Course and at least three months of practical experience,
participants who pass the case study and team peer review will be certified as
“ReceiptRoller Certified Advanced Zendesk Agent.”
Graduates will be prioritized for team lead and trainer positions.
💡 Features
・Live case study format using real projects
・Team-based improvement proposals with instructor feedback
・Eligible for promotion to “Manager / Architect” courses after completion
・Recognized by clients for promotion and bonus opportunities
・Live case study format using real projects
・Team-based improvement proposals with instructor feedback
・Eligible for promotion to “Manager / Architect” courses after completion
・Recognized by clients for promotion and bonus opportunities
Manager / Architect Program
For those who create “systems” beyond daily operations.
This top-tier program trains you to design entire CS organizations through team operations, quality standards, and system architecture.
Chapter 1: CS Organization Design and Governance
- Organizational structure and role definition in customer support
- Management based on SLA, CSAT, and FCR quality metrics
- Guidelines for global and multi-site CS operations
- Designing comprehensive documentation, manuals, and policies
Chapter 2: Zendesk Operations and System Architecture
- Architecture design for multi-brand, multi-language operations
- Centralized management of automation rules and workflows
- Process optimization using API and Webhook integrations
- Optimizing permission, audit, and security governance
Chapter 3: Data Governance and Reporting Strategy
- Standardizing KPIs and integrating global metrics
- Dashboard design and stakeholder-based visualization
- Anomaly detection, alert design, and automated monitoring
- Building a reporting system that supports decision-making
Chapter 4: Quality Assurance and Improvement Cycle
- Standardizing review and scoring criteria
- Regular QA audits and CSAT-based feedback loops
- Training plans and re-education cycles
- Integrating quality and performance data analysis
Chapter 5: Talent Development and Organizational Leadership
- Leadership and trainer development roadmap
- 1-on-1 meetings and performance review methodology
- Motivation management and team culture building
- Coaching and psychological safety in remote teams
Chapter 6: AI, Automation, and Knowledge Integration Strategy
- Auditing and retraining AI support models (suggestion, classification, summarization)
- Designing AI-integrated knowledge management and search
- Balancing automation with human response and evaluation
- Developing forward-looking CS technology strategies
Chapter 7: Stakeholder Management and Executive Alignment
- Framework for collaboration with clients, executives, and dev teams
- Structure of reports, proposals, and improvement roadmaps
- Risk reporting and accountability during incidents
- Visualizing ROI and cost efficiency of the CS division
Chapter 8: Organizational Transformation and Role of the CS Architect
- Business process re-engineering and redefining CS strategy
- Decision-making process for AI, RPA, and new technology adoption
- The mission and future of the CS architect role
- Cross-organizational knowledge sharing within ReceiptRoller
Completion Requirements and Certification
This course is intended for graduates of the Advanced Course or those with equivalent experience.
Participants who submit and present their final project (system improvement proposal + organization design report) will be certified as
“ReceiptRoller Certified CS Architect.”
Graduates may be promoted to CS manager, trainer, or architect positions.
💡 Features
・Practical improvement-based training using real CS data
・Cross-functional case studies involving management, dev, and AI
・Post-course knowledge sharing between instructors and learners
・Applicable to CS organization design projects inside and outside ReceiptRoller
・Practical improvement-based training using real CS data
・Cross-functional case studies involving management, dev, and AI
・Post-course knowledge sharing between instructors and learners
・Applicable to CS organization design projects inside and outside ReceiptRoller
Become a professional who transforms customer experience with Zendesk.
ReceiptRoller is recruiting agents and managers who will lead the future of CS.
Join us and support customers around the world.