Zendesk Administrator

We are seeking a detail‑oriented and technically savvy Zendesk Administrator, which serves as both customer service CRM and the foundation for Help Pages. 

This role is critical to ensuring our support operations run smoothly, efficiently, and with a strong focus on continuous improvement. You will own the configuration, stability, evolution, innovation, and ongoing improvement of the Zendesk platform and adjacent CX technologies, enabling our support operations to scale effectively, meet SLAs, deliver consistent agent and customer experiences, and drive self‑service deflection. 

Working closely with Operations, Team Leaders, IT, P&C, and Analytics, you will translate business needs into robust workflows, automation, data structures, and governance. You will ensure system integrity while delivering actionable insights that enhance both customer and agent experience. 

The ideal candidate will be highly organised, confident in decision‑making, and quick to adapt to the evolving demands of a complex customer service environment. 

Must have: 

• 3–5+ years administering in large Zendesk Suite environments working with multiple languages (Support, Guide, Analytics, Messaging, Whatsapp; Talk).  
• Knowledge on AI tools (Advanced Bot, Agentic, Copilot, etc). 
• Hands‑on with triggers/automations, advanced views, SLAs, and OCR. 
• APIs/webhooks, JSON payloads, Postman; comfort reading logs and troubleshooting. 
• Strong data orientation: Analytics, Power BI/Excel (Power Query), basic SQL.  
• Practical ITIL exposure (incident/change), documentation and release hygiene.  
• Solid stakeholder communication; ability to translate operations needs into technical changes. 
• Excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resource to optimize results as the needs demand. 
• Ability to solve a problem and a positive attitude. 

Preferred: 

• Experience in CS environment, ideally in a technical support function 
• Experience of working in an omnichannel environment and understanding of digital customer service 
• Experience with Salesforce Service Cloud 
• Zendesk certifications (preferred but not required)