Zendesk Ops Architect for Global Rollouts

FlixBus; Lisboa; Híbrido; EUR 42 000 - 72 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Work from (M)Anywhere

Hybrid work model

Wellbeing support

Learning & Development

Mentoring Program

Resumo da oferta

Flix is seeking a hands‑on Zendesk Admin in a hybrid role to configure and optimize our multi‑market Zendesk setup. You will own the production configuration, drive omnichannel routing, and oversee integrations with Flix backend systems and AI‑driven channels.

You will work closely with business SMEs, the training team, and engineering to ensure scalable, repeatable rollouts across markets while maintaining clear, compliant documentation. Strong English communication is essential.

Qualificações

• 5+ years hands-on Zendesk administration in production (Enterprise plans).
• Experience scaling Zendesk across multiple brands, markets, or languages.
• Experience migrating from other platforms (e.g., Salesforce Service Cloud) is a plus.
• Strong ability to document decisions and rationale for non‑technical stakeholders.

Responsabilidades

• Platform configuration: maintain Zendesk across Support, Guide, Talk, and Messaging; manage fields, forms, views, macros, triggers, and automations.
• Channel setup: configure Voice, email, webform, messaging, and Help Center per market in local language.
• Rollout delivery: translate migration plans into production configuration per market; support go‑live and hypercare.
• Integrations: design and test API integrations and webhooks with engineering ownership.
• Collaboration: work daily with business SMEs, training, IT engineering, and project leads.
• Documentation: record configuration and market deviations to standard processes.

Conhecimentos

Zendesk administration

Omnichannel routing

Workflow configuration

API integrations

SLA policies

English communication

Ferramentas

Zendesk Talk

Zendesk Apps Framework

REST APIs / Webhooks

Descrição da oferta de emprego

Flix is seeking a hands‑on Zendesk Admin in a hybrid role to configure and optimize our multi‑market Zendesk setup. You will own the production configuration, drive omnichannel routing, and oversee integrations with Flix backend systems and AI‑driven channels.

You will work closely with business SMEs, the training team, and engineering to ensure scalable, repeatable rollouts across markets while maintaining clear, compliant documentation. Strong English communication is essential.