Senior Zendesk Automation Specialist

Job description

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.