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FlixBus is seeking a Zendesk Admin and Operations Consultant 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 setup, including ticket fields, forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, and role-based permissions across Support, Guide, Talk, and Messaging products.
Key responsibilities include:
**Platform Configuration**: Design and maintain Zendesk setup across 30+ markets, preventing configuration sprawl while supporting local market needs. You'll work in a sandbox-to-production model, managing ticket fields, routing logic, and permissions as the instance 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 regulations or business rules require it.
**Rollout Delivery**: For each market wave, translate migration plans into working configurations. You'll replicate the global blueprint, apply market specifics, run test cycles with local teams, support go-live and hypercare periods, and transition to steady-state operations.
**Integrations**: Configure marketplace apps and webhooks directly; define requirements for custom API integrations with Flix backend systems and AI-driven channels (chatbot, voicebot), then validate results while engineering teams build and own the integration.
**Collaboration**: Work daily with business process owners, training leads, IT engineering, and project leads to translate business requirements into working Zendesk configurations.
**Documentation**: Maintain Centre of Excellence standards documentation so configurations don't depend on your presence.
You'll sit within the business team, taking requirements from market and process owners and shipping production-ready configurations. This is a hands-on role where you own what gets deployed.
