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FlixBus is seeking a Senior Zendesk Administrator to own the configuration and rollout of Zendesk across its global customer service operations. You will be the hands-on technical expert responsible for building and maintaining the core Zendesk platform (Support, Guide, Talk, Messaging) that serves hundreds of agents and millions of passengers daily.
Key responsibilities include:
**Platform Configuration**: Design and maintain Zendesk setup across all modules—ticket fields, forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, roles, and permissions. You will manage configuration across 30+ markets while preventing sprawl and keeping the instance clean as it scales.
**Channel Setup**: Configure Voice (Zendesk Talk on Amazon Connect with IVR), email, webforms, messaging, and Help Center for each market in local languages, adapting the global blueprint where market-specific requirements genuinely demand it.
**Rollout Delivery**: For each market wave, translate migration plans into working configuration. You will replicate blueprints, apply market specifics, run test cycles with local teams, support go-live and hypercare, and transition to steady-state operations.
**Integrations**: Configure marketplace apps and webhooks independently. For custom API integrations with Flix backend systems and AI-driven channels (chatbot, voicebot), you define requirements and validate results while engineering teams build and own the integration.
**Collaboration**: Work daily with business SMEs, training leads, IT engineering, and project leads to translate business requirements into working Zendesk configuration.
**Documentation**: Maintain Centre of Excellence standards so all configuration is documented and independent of your presence.
You will sit within the business team, taking requirements from market and process owners and shipping production-ready configuration. This is a hands-on role for someone who enjoys deep technical ownership of a critical platform.
