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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. This is a hands-on technical role where you will be the primary architect of Zendesk's setup, responsible for building and maintaining platform configuration across Support, Guide, Talk, and Messaging products.
Key responsibilities include:
**Platform Configuration**: Design and maintain core Zendesk setup including ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles/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 warrant it.
**Rollout Delivery**: For each market wave, translate migration plans into working configuration, 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. Define requirements for custom API integrations with Flix backend systems and AI-driven contact channels (chatbot, voicebot), then test and validate engineering-built integrations.
**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 documentation so configurations don't depend on your presence.
You will sit within the business team, taking requirements from market and process owners and shipping production-ready Zendesk configurations. This role requires deep hands-on Zendesk expertise and comfort being the most technically proficient Zendesk person in the organization.
