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Senior Zendesk Automation Specialist
Full-time
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
Responsibilities
Design, implement, and maintain automation rules, workflows, and routing logic to improve first response times, reduce manual ticket handling, and maintain CSAT above established benchmarks
Conduct regular audits of existing automations to identify bottlenecks, false positives, ticket leakage, and incorrect routing
Improve automation performance to increase agent efficiency and ensure tickets are handled accurately
Develop rules based and dynamic routing to assign tickets according to language, product expertise, client tier, ticket content, client attributes, and real time agent capacity
Configure and maintain Zendesk ticket fields, custom views, macros, triggers, automations, business rules, and routing logic
Collaborate with the Customer Service team to define, document, and improve operational procedures
Monitor key performance indicators, including first response time, resolution rate, CSAT, ticket volume, and agent utilisation
Create dashboards and weekly or monthly reports to demonstrate the impact and return on investment of automation initiatives
Identify further opportunities to improve workflows, service quality, and operational efficiency
Work closely with Compliance to review automation logic and identify potential regulatory risks
Ensure vulnerable customers are flagged for human review and that appropriate audit trails are maintained
Support compliance with relevant regulatory requirements, including FCA Consumer Duty expectations
Maintain clear process documentation, runbooks, and records of automation changes
Train Customer Service leadership and new team members on automation processes and system updates
Communicate workflow changes clearly to relevant stakeholders and cross functional teams
Requirements
At least 5 years of experience in customer service operations, customer experience technology, business process automation, or equivalent experience scaling Customer Service operations through automation within a SaaS or fintech environment
Strong hands on experience with Zendesk, including automations, triggers, business rules, macros, routing, ticket fields, and workflow logic
Ideally, at least 2 years of direct Zendesk administration experience
Strong analytical skills with the ability to analyse ticket data, identify trends, and recommend improvements based on measurable results
Experience with customer experience analytics tools such as Tableau, Amplitude, or similar platforms is an advantage
Proven experience simplifying complex processes, reducing manual work, and delivering measurable operational improvements
Basic SQL knowledge or experience querying Zendesk data to analyse ticket trends
Experience with scripting, APIs, or system integrations is an advantage
Understanding of financial services compliance requirements, including FCA Consumer Duty, vulnerability screening, and audit trail requirements
Ability to incorporate regulatory and compliance requirements into automation design
Strong verbal and written communication skills in English
Ability to explain technical limitations and solutions in clear business language
Confidence presenting findings and recommendations to Customer Service leadership and cross functional teams
What you will get in return
Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock
Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team
Comprehensive Health \& Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
