The opportunity

• Zendesk Administration & Configuration (Primary)

- Own and manage the Zendesk admin panel: triggers, automations, macros, views, ticket forms, ticket fields, SLAs, schedules, and routing rules - Design and implement ticket routing logic, escalation paths, and assignment rules to optimize agent workload distribution and response times - Build and maintain Zendesk business rules that enforce workflow standards across channels (email, chat, messaging, web forms) - Configure and manage Zendesk Chat/Messaging workflows including chatbot flows, proactive messaging triggers, and conversation routing - Create and maintain custom ticket forms, conditional fields, and dynamic content to improve data capture quality and agent efficiency - Manage user roles, permissions, groups, organizations, and access controls within Zendesk - Monitor Zendesk system health: audit trigger/automation conflicts, identify redundancies, and clean up deprecated rules on a regular cadence - Implement and manage SLA policies, business hours, and escalation workflows to meet contractual and operational targets

• AI & Automation

- Identify and implement AI and automation opportunities within Zendesk and adjacent CE tools (e.g., AI-assisted triage, auto-classification, intelligent routing, chatbot optimization, predictive analytics for case resolution) - Configure and optimize Zendesk AI features (e.g., intelligent triage, auto-tagging, suggested macros, generative AI for agents) where available - Design automation workflows that reduce manual agent effort - including auto-responses, conditional triggers, and multi-step process automations - Evaluate and recommend third-party AI/automation tools that integrate with Zendesk (e.g., Ada, Ultimate, Forethought, custom API integrations)

• Process Optimization & Stakeholder Support

- Partner with CE leadership and stakeholders to translate business requirements into Zendesk configurations and workflow solutions - Analyze ticket data, workflow performance, and SLA compliance to identify bottlenecks and high-impact optimization opportunities - Coach and enable service teams on optimized workflows, new features, and system changes - driving adoption and reducing friction - Escalate requests outside of technical scope to relevant teams (engineering, product, vendor support) - Contribute to the CE technical roadmap, including evaluation of new Zendesk features, marketplace apps, and system migration planning - Provide regular updates on assigned tasks and OKR progress in team stand-ups

Skills you should HODL

• Must-Have (Technical)

- Hands-on Zendesk admin experience: proven ability to configure triggers, automations, macros, views, SLAs, ticket forms, routing rules, and user/group management at scale - Deep understanding of Zendesk ticket lifecycle, event model, and how triggers/automations interact and fire in sequence - Experience designing multi-channel support workflows (email, chat, messaging, web forms, social) within Zendesk or equivalent CS platform - Ability to troubleshoot workflow issues - diagnose trigger conflicts, automation failures, SLA miscalculations, and routing errors - Working knowledge of Zendesk Explore (or equivalent reporting tools) to pull data, build dashboards, and analyze workflow performance - Experience configuring chatbot flows and conversational workflows within Zendesk Messaging or similar platforms - Strong understanding of case management concepts: routing logic, escalation tiers, queue management, skill-based assignment, priority matrices

• Must-Have (Process & Soft Skills)

- Demonstrated process optimization experience within client engagement or customer service operations - Ability to translate business requirements into technical configurations and explain technical constraints to non-technical stakeholders - Strong critical thinking and structured problem-solving (root cause analysis, impact assessment, solution design) - Customer-obsessed mindset - understands that every system change impacts the end-client experience - Collaborative and proactive communicator who can manage stakeholder expectations across CE leadership and frontline teams

Nice to haves

• Zendesk Admin certification or equivalent platform certifications (Salesforce Service Cloud, Freshdesk, ServiceNow)
• Experience with Zendesk API and webhooks - ability to build custom integrations, push/pull data, and extend platform capabilities
• Coding/scripting skills: JavaScript, Python, or similar - for API calls, data manipulation, custom integrations, or building lightweight internal tools
• Experience with Zendesk Apps Framework (ZAF) or building custom Zendesk apps/sidebar extensions
• Familiarity with HTML/CSS/Liquid templating for customizing Zendesk Guide (help center), email templates, and dynamic content
• Experience with Salesforce Service Cloud administration (cases, flows, assignment rules, Omni-Channel) as a secondary platform
• Knowledge of Lean, Six Sigma, or other structured continuous improvement methodologies
• Exposure to RPA tools (UiPath, Automation Anywhere) or low-code platforms (Zapier, Make/Integromat, n8n) for cross-system automation
• Experience with AI/ML platforms in customer service context (conversational AI, NLP-based tools, generative AI for knowledge management)
• Background in fintech, crypto, or high-growth technology companies
• Experience with system migration or platform consolidation projects (e.g., migrating from one CS platform to another)