Zendesk Manager & Migration Solutions Developer

About the role

Flix is looking for a hands‑on Zendesk Manager who will own the configuration and migration of Zendesk across multiple markets. You will translate business requirements into a fully functional, scalable Zendesk environment that supports millions of passengers and hundreds of agents.

Key responsibilities

• Design, build and maintain the core Zendesk setup (Support, Guide, Talk, Messaging) including ticket fields, forms, groups, views, macros, triggers, automations, SLA policies and omnichannel routing.
• Configure channel integrations such as Zendesk Talk on Amazon Connect, email, web‑forms, messaging and Help Center for each market, adapting the global blueprint where needed.
• Lead rollout waves: replicate the blueprint, apply market‑specific settings, run test cycles, support go‑live and hyper‑care, then hand over to steady‑state operations.
• Set up marketplace apps, webhooks and define requirements for custom API integrations with Flix backend systems and AI‑driven contact channels (chatbot, voicebot).
• Collaborate daily with business SMEs, training leads, IT engineers and project leads, and document all configurations to Centre of Excellence standards.

Required profile

• 5+ years of hands‑on Zendesk administration on Enterprise plans, with proven delivery of complex configurations.
• Strong understanding of trigger firing order, loop prevention and tag taxonomy.
• Experience working in sandbox‑to‑production environments and preventing configuration sprawl across multiple markets.
• Excellent communication skills to work with cross‑functional teams and market stakeholders.

Required skills

• Zendesk administration (Support, Guide, Talk, Messaging)
• Amazon Connect and IVR configuration
• API integration and webhook setup
• Chatbot and voicebot integration concepts
• Zendesk Admin certification (a plus)

What we offer

• Dynamic work environment with strong growth opportunities
• Competitive compensation
• Tech‑driven approach to making travel more accessible and sustainable