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FlixBus is seeking a Zendesk Manager / Developer of Solutions to own the configuration and rollout of Zendesk across the organization's customer service operations. This is a hands-on technical role where you will be the primary architect and builder of Zendesk workflows, routing, channel setup, and integrations that serve hundreds of agents and millions of passengers daily.
Key responsibilities include:
**Platform Configuration**: Build and maintain core Zendesk setup across Support, Guide, Talk, and Messaging. Configure ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles/permissions. Manage configuration across 30+ markets while preventing config sprawl and maintaining instance cleanliness.
**Channel Setup**: Configure Voice (Zendesk Talk on Amazon Connect with IVR), email, webforms, messaging, and Help Center for each market in local languages. Adapt the global blueprint to market-specific requirements where genuinely needed.
**Rollout Delivery**: For each market wave, translate migration plans into configuration. Replicate blueprints, apply market specifics, run test cycles with local teams, support go-live and hypercare phases, 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 results while engineering teams build and own the integration.
**Collaboration**: Work daily with business SMEs, training leads, IT engineering, and project leads across the organization.
**Documentation**: Document all configuration and market-specific deviations to Centre of Excellence standards for knowledge transfer and sustainability.
You will sit within the business team, translating market and process owner requirements into working Zendesk configurations. You own what ships to production and are comfortable being the most hands-on Zendesk expert in the room.
