This role is centered on optimizing client engagement systems, with a primary focus on the Zendesk platform. You will be responsible for configuring, maintaining, and refining workflows, automations, and integrations to improve both agent productivity and client experience. This is a technical, systems-focused position—distinct from frontline support—and requires deep familiarity with backend platform functionality.
Key Responsibilities
- Administer the Zendesk environment, including triggers, automations, macros, views, ticket forms, SLAs, schedules, and routing logic
- Design intelligent ticket routing and escalation frameworks to balance agent workloads and reduce response times
- Develop and maintain business rules that standardize workflows across email, chat, messaging, and web forms
- Configure and optimize chatbot interactions, proactive messaging, and conversation routing within Zendesk Messaging
- Build dynamic ticket forms with conditional logic and custom fields to improve data accuracy and agent efficiency
- Manage user access, roles, groups, and permissions to ensure secure and appropriate system use
- Monitor system performance, audit rule conflicts, and eliminate redundant or outdated configurations
- Implement and maintain SLA policies, business hours, and escalation workflows aligned with operational goals
- Identify and deploy AI-driven solutions such as auto-classification, intelligent routing, and predictive case resolution
- Configure and refine generative AI features for agents, including auto-tagging, suggested responses, and smart macros
- Design multi-step automation workflows to minimize manual effort and streamline case handling
- Evaluate third-party automation tools and integrations that extend Zendesk’s capabilities
- Collaborate with leadership to translate business needs into technical solutions within the platform
- Analyze ticketing data and workflow metrics to uncover inefficiencies and high-impact improvements
- Train and support service teams on new workflows, features, and system updates to drive adoption
- Escalate technical requests beyond scope to engineering, product, or vendor teams as needed
- Contribute to long-term technical planning, including feature evaluations, app integrations, and potential system migrations
- Provide regular progress updates on tasks and objectives during team syncs
Required Qualifications
- Proven experience managing Zendesk at scale, including configuration of triggers, automations, SLAs, and user permissions
- Strong grasp of the Zendesk ticket lifecycle and event model, particularly how rules interact and execute
- Experience designing support workflows across multiple channels (email, chat, messaging, forms) in Zendesk or similar platforms
- Ability to diagnose and resolve workflow issues such as trigger conflicts, automation failures, and routing errors
- Familiarity with Zendesk Explore or comparable tools for reporting, dashboarding, and performance analysis
- Hands-on experience building chatbot flows and conversational workflows
- Understanding of case management principles: routing logic, escalation tiers, queue management, and skill-based assignment
- Track record of improving processes in customer-facing operations
- Ability to convert business needs into technical configurations and communicate limitations clearly
- Structured problem-solving skills, including root cause analysis and impact assessment
- Client-first mindset—awareness that system changes directly affect end-user experience
- Strong communication skills with a collaborative, proactive approach to stakeholder management
Preferred Qualifications
- Zendesk Admin certification or equivalent credentials in platforms like Salesforce or Freshdesk
- Experience with Zendesk API and webhooks for custom integrations and data synchronization
- Programming skills in JavaScript, Python, or similar languages for scripting and automation
- Experience developing custom apps or extensions using the Zendesk Apps Framework (ZAF)
- Knowledge of HTML, CSS, and Liquid templating for customizing help centers and email content
- Familiarity with Salesforce Service Cloud administration and case routing
- Background in Lean, Six Sigma, or other continuous improvement methodologies
- Experience with RPA or low-code automation tools such as Zapier, Make, or UiPath
- Exposure to AI/ML platforms in customer service, including NLP and generative AI
- Work history in fintech, crypto, or fast-growing tech environments
- Involvement in system migration or platform consolidation initiatives
Work Environment
This is a fully remote role with team members distributed across more than 70 countries. The organization operates with a strong emphasis on security, innovation, and global collaboration. You’ll work in a mission-driven environment focused on advancing financial freedom and inclusion through blockchain and cryptocurrency technology.
Technology Stack
Primary tools include Zendesk Admin Panel, Triggers, Automations, Macros, Views, Ticket Forms, SLAs, Schedules, Routing Rules, Chat/Messaging, Explore, AI features, Guide, API, and Webhooks. Additional technologies include JavaScript, Python, HTML, CSS, Liquid templating, Salesforce Service Cloud, Ada, Forethought, Zapier, Make/Integromat, n8n, and RPA platforms like UiPath and Automation Anywhere.
Professional Growth
You’ll have opportunities to engage in system optimization, AI integration, and technical roadmap development. The role offers exposure to cutting-edge automation and artificial intelligence tools within customer service, along with access to crypto education and premium digital asset platforms. Professional development is supported through hands-on projects that shape the future of client engagement infrastructure.
