Global Zendesk Platform & Automation Lead

Eucalyptus; Makati; Hybrid; PHP 1,116,000 - 2,009,000; Full time

Benefits offered by this job

HMO coverage for you and dependents

13th month pay

Performance and learning budget

Job summary

Eucalyptus is seeking a Platform & Systems Specialist to own and optimize Zendesk across our global brands and markets. You will work with Patient Ops, Automation, and launch teams to implement routing, automations, and dashboards, ensuring changes don’t disrupt other markets.

The role is hybrid and based in Metro Manila with in-office 3 days per week. You will collaborate with global teams across Australia, UK, Germany, Japan, and more, using AI tools daily to accelerate testing, deployment,

Qualifications

• 4+ years of hands-on Zendesk administration across multiple brands/markets.
• Experience building complex triggers, automations and omnichannel routing.
• Comfort with APIs, webhooks, JSON, and integrations using Zapier or similar.
• Ability to build reports in Zendesk Explore and explain numbers to non-technical leaders.
• Demonstrated ability to design scalable, well-documented systems and AI-augmented workflows.

Responsibilities

• Own global Zendesk setup across Support, Messaging, Explore, Help Centre and WFM.
• Stand up Zendesk for new brands and markets with all routing, CSAT and forms.
• Design and tune omnichannel routing, including Intelligent Triage and AI handoffs.
• Test changes in isolated environments, ensure SLA compliance and sign-off before launch.
• Set up alerts, dashboards and monitor SLA breaches, routing gaps, and integrations.
• Build and maintain integrations with Lorikeet, Slack, Trustpilot, Typeform and more.
• Develop Explore dashboards and metrics for weekly business reviews.
• Turn vague requests into clear requirements and ensure changes are well documented.

Skills

Zendesk admin

APIs & webhooks

SQL / BI

English communication

AI tooling (Claude)

Education

Bachelor's degree or equivalent

Tools

Zendesk

Zapier

n8n

Typeform

Acuity

Slack

Trustpilot

Job description

Eucalyptus is seeking a Platform & Systems Specialist to own and optimize Zendesk across our global brands and markets. You will work with Patient Ops, Automation, and launch teams to implement routing, automations, and dashboards, ensuring changes don’t disrupt other markets.

The role is hybrid and based in Metro Manila with in-office 3 days per week. You will collaborate with global teams across Australia, UK, Germany, Japan, and more, using AI tools daily to accelerate testing, deployment,