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Senior Zendesk Automation Specialist

🕒 10 days ago
ZendeskAutomationCustomer Service OperationsBusiness Process Automation

📜 Description

  • Design, implement, and maintain automation rules, workflows, and routing logic to improve first response times and reduce manual ticket handling.
  • Conduct regular audits of existing automations to identify bottlenecks and incorrect routing.
  • Improve automation performance to increase agent efficiency and ensure accurate ticket handling.
  • Develop dynamic routing to assign tickets based on various client and ticket attributes.
  • Configure and maintain Zendesk ticket fields, macros, triggers, and business rules.
  • Collaborate with the Customer Service team to define and improve operational procedures.

🛠️ Requirements

  • At least 5 years of experience in customer service operations or business process automation within a SaaS or fintech environment.
  • Strong hands-on experience with Zendesk, including automations, triggers, and workflow logic.
  • Ideally, at least 2 years of direct Zendesk administration experience.
  • Strong analytical skills to analyze ticket data and recommend improvements.
  • Experience with customer experience analytics tools such as Tableau or Amplitude is an advantage.
  • Basic SQL knowledge or experience querying Zendesk data.

Benefits

  • From medical insurance to pension plans, we've got your back
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