Job Responsibilities:

✦   Own the administration, configuration, and ongoing improvement of post-purchase support systems, including Zendesk and related tooling across Customer Experience and Trust & Risk, supporting thousands of agents across in-house teams and vendors.

✦   Ensure systems are configured to support operational workflows, user experience requirements, and evolving business needs.

✦   Partner with operations and business stakeholders to translate short- and long-term requirements into scalable system solutions and a product roadmap.

✦   Manage integrations between Zendesk and other internal systems to ensure data accuracy, reliability, and end-to-end visibility.

✦   Monitor vendor relationship and system performance, troubleshoot issues, and drive timely resolution to minimize disruption to support operations.

✦   Design, document, and maintain workflows, automations, permissions, and reporting to improve efficiency and consistency.

✦   Support system releases and enhancements, including testing, documentation, training, and change management.

✦   Identify opportunities to improve tooling, processes, and system architecture to support scale, reliability, and high-quality user support.

Job Requirements:

✦   8+ years of experience in Customer Support systems administration.

✦   Proven experience leading administration of Zendesk and at least one other customer support platform (e.g., Salesforce Service Cloud, Intercom) at scale, supporting thousands of agents across multiple sites.

✦   Solid understanding of post-purchase operations, including Customer Experience, Trust & Risk, WFM, and QA use cases.

✦   Experience managing system integrations, configuring APIs, data flows, and automations by working with internal tooling partners.

✦   Strong technical skills, including proficiency in HTML, JavaScript, JSON, SQL, and Python.

✦   Ability to gather requirements from non-technical stakeholders and translate them into scalable system solutions.

✦   Strong troubleshooting skills and comfort managing day-to-day system operations and incidents.

✦   Detail-oriented mindset with a focus on system configuration, permissions, governance, and data integrity.

✦   Strong documentation and communication skills, with the ability to support training and change management.

✦   Comfort balancing strategic improvements with hands-on execution in a high-growth environment.

Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4369858667&f_TPR=r86400&geoId=103644278&keywords=salesforce&sortBy=R&start=425

Additional Details:

✦   Generous Holiday and Time off Policy.

✦   Health Insurance options including Medical, Dental, Vision.

✦   Work From Home Support.

✦   Home office setup allowance.

✦   Monthly allowance for cell phone and internet.

✦   Care benefits.

✦   Monthly allowance for wellness.

✦   Annual allowance towards Childcare.

✦   Lifetime benefit for family planning, such as adoption or fertility expenses.

✦   Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary).

✦   Monthly allowance to use the app.

✦   Parental Leave: 16 weeks of paid parental leave plus one month gradual return to work.