Senior Zendesk & CRM Optimization Lead

Rover.com; Barcelona; On-site; EUR 47,000 - 57,000; Full time

Benefits offered by this job

Dogs in the office

Job summary

Rover is seeking an experienced Zendesk specialist to lead and optimize our Zendesk implementations, collaborating with cross‑functional teams and stakeholders.

You will drive large feature rollouts, migrations, integrations, and optimization efforts, provide technical leadership, and mentor junior teammates to improve Rover’s internal and external customer experience.

This role is based in the Barcelona area and reports to the Seattle team, offering a dynamic, inclusive environment.

Qualifications

• Bachelor's degree or comparable relevant work experience.
• 4+ years direct experience administering and optimizing Zendesk implementations.
• Deep understanding of Zendesk and its configuration components (Triggers, Macros, Tags, Skills, Omnichannel, Routing).
• Strong familiarity with Zendesk APIs.
• Ability to translate business requirements into application functionality.
• Ability to work independently with minimal supervision.
• Strong project management and multitasking skills.
• Customer- and solutions-focused approach.
• Good communication across channels.

Responsibilities

• Evaluate Rover’s use of Zendesk and adjacent applications, and champion efficiency improvements.
• Lead or participate in projects impacting our supported applications, including feature rollouts, migrations, integrations, and optimization.
• Address internal issues and requests escalated by frontline support, prioritizing by business impact.
• Maintain expert-level technical understanding of supported applications and identify features to improve processes.
• Provide technical leadership and mentorship to junior team members.
• Contribute to operations and product roadmaps, flagging opportunities to increase usability, scalability, and efficiency.
• Provide domain expertise to partner teams and leadership on platform capabilities and solutions.

Skills

Zendesk administration

Technical leadership

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Job description

Rover is seeking an experienced Zendesk specialist to lead and optimize our Zendesk implementations, collaborating with cross‑functional teams and stakeholders.

You will drive large feature rollouts, migrations, integrations, and optimization efforts, provide technical leadership, and mentor junior teammates to improve Rover’s internal and external customer experience.

This role is based in the Barcelona area and reports to the Seattle team, offering a dynamic, inclusive environment.