Senior Zendesk Platform Lead — CRM & ERP

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

Benefits offered by this job

Dogs in the office

Inclusive culture

Job summary

Rover is seeking an experienced Zendesk expert to lead administration and optimization of Zendesk-based customer support solutions in the Barcelona area. You will drive implementation planning, feature rollouts, integrations, and efficiency improvements across multi-team initiatives.

The role requires deep Zendesk knowledge, strong communication, and the ability to work independently with cross-functional teams, while mentoring junior colleagues and contributing to product roadmaps.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years direct experience administering and optimizing Zendesk implementations for established businesses, including technical leadership.
• Deep understanding of Zendesk components (Triggers, Macros, Tags, Skills, Omnichannel, Routing).
• Strong familiarity with Zendesk APIs and data extraction for software teams.

Responsibilities

• Evaluate Zendesk usage and lead work to improve efficiency and optimize implementation.
• Act as technical lead for large feature rollouts, migrations, integrations, and optimization efforts.
• Address internal issues escalated by front-line support, prioritizing by business impact.
• Maintain expert-level knowledge of supported applications and surface features to improve processes.
• Provide technical leadership and mentorship to junior team members.

Skills

Zendesk administration

Project management

Communication

Independent work

AI tools experience

Education

Bachelor's degree or equivalent

Tools

Zendesk API

Zendesk configuration

Google Workspace

Job description

Rover is seeking an experienced Zendesk expert to lead administration and optimization of Zendesk-based customer support solutions in the Barcelona area. You will drive implementation planning, feature rollouts, integrations, and efficiency improvements across multi-team initiatives.

The role requires deep Zendesk knowledge, strong communication, and the ability to work independently with cross-functional teams, while mentoring junior colleagues and contributing to product roadmaps.