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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 Support, Guide, Talk, and Messaging modules across 30+ markets.
Key responsibilities include:
**Platform Configuration**: Design and maintain Zendesk infrastructure including ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles/permissions. You will manage configuration sprawl and keep the instance clean as it scales globally.
**Channel Setup**: Configure Voice (Zendesk Talk on Amazon Connect with IVR), email, webform, messaging, and Help Center for each market in local languages, adapting the global blueprint to market-specific requirements.
**Rollout Delivery**: Lead market-by-market implementation waves, translating migration plans into configuration, running test cycles with local teams, supporting go-live and hypercare, and transitioning to steady-state operations.
**Integrations**: Configure marketplace apps and webhooks; define requirements for custom API integrations with Flix backend systems and AI-driven channels (chatbot, voicebot), working with engineering teams on implementation.
**Cross-functional Collaboration**: Work daily with business SMEs, training leads, IT engineering, and project managers to translate business requirements into working Zendesk configurations.
**Documentation**: Maintain Centre of Excellence standards documentation so configurations are not dependent on individual knowledge.
You will sit within the business team, taking requirements from market and process owners and owning what ships to production. This is a highly hands-on role for someone who is comfortable being the most technical Zendesk person in the room.
