Senior Zendesk Platform & Automation Specialist

Eucalyptus; Manila; Sur place; PHP 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

HMO for you & dependents

13th month pay

Transport allowance

Résumé du poste

Eucalyptus is seeking a senior Zendesk Platform & Systems Specialist to own global Zendesk across Support, Messaging, Explore, Help Centre and WFM. You will route tickets, implement automations, and ensure launches for new brands/markets go live on time, with accurate dashboards and SLA adherence.

You will collaborate with Patient Ops, Automation, and global teams across Manila, Australia, the UK, Germany, Japan, and other markets, using AI-first approaches to improve efficiency and customer

Qualifications

• 4+ years of hands-on Zendesk administration in a multi-brand/high-volume setup.
• Ability to design complex triggers, automations, and omnichannel routing with impact analysis.
• Experience with APIs, webhooks and integrating Zendesk with external tools.
• Strong reporting ability in Zendesk Explore and clear communication with non-technical stakeholders.
• Proactive, AI-first mindset and experience with AI tools to accelerate work.

Responsabilités

• Own global Zendesk setup for Support, Messaging, Explore, Help Centre and WFM across brands and markets.
• Stand up Zendesk for new brands and markets with translated, tested launch readiness.
• Design and tune omnichannel routing, agent capacity, FIFO, and reassignment rules.
• Test changes in a sandbox, gain sign-off, and guard against cross-market impacts.
• Set up monitoring dashboards and alerts for SLA, routing gaps, and integrations.
• Build and maintain integrations with Lorikeet, Slack, Trustpilot, Typeform, Zapier, n8n, etc.
• Create Explore dashboards and metrics for weekly business reviews (FRT, TRT, CSAT).
• Translate vague requests into clear requirements and manage change logs.

Connaissances

Zendesk Admin

APIs

Reporting

AI tools

English comms

Outils

Zapier

n8n

Zendesk API

Description du poste

Eucalyptus is seeking a senior Zendesk Platform & Systems Specialist to own global Zendesk across Support, Messaging, Explore, Help Centre and WFM. You will route tickets, implement automations, and ensure launches for new brands/markets go live on time, with accurate dashboards and SLA adherence.

You will collaborate with Patient Ops, Automation, and global teams across Manila, Australia, the UK, Germany, Japan, and other markets, using AI-first approaches to improve efficiency and customer