Senior Zendesk Automation Specialist
Core
Design, implement, and maintain Zendesk automation rules, workflows, and routing logic to improve first response times, reduce manual ticket handling, and ensure compliance with financial regulations.
Role type
Senior Zendesk Automation Specialist
Builds
Automated customer service workflows and routing logic for a global trading platform
Domain
Fintech / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Zendesk administration, automation rule design, dynamic routing logic, SQL querying, process documentation, regulatory compliance integration, KPI monitoring, dashboard creation
Preferred skills
Tableau or Amplitude experience, scripting and API integration, financial services compliance knowledge (FCA Consumer Duty)
Responsibilities
Design and maintain automation rules and workflows; conduct audits to identify bottlenecks and ticket leakage; configure ticket fields, macros, triggers, and business rules; develop dynamic routing based on language, product expertise, and client tier; monitor KPIs including first response time and CSAT; create dashboards and reports to demonstrate ROI; collaborate with Compliance to review automation logic; train Customer Service leadership on automation processes.
Seniority
Senior, hands-on IC
