Zendesk Admin & Operations Consultant

About the role

Flix is looking for a hands‑on Zendesk Admin and Operations Consultant to own the configuration and rollout of Zendesk across multiple markets. You will translate business requirements into functional Zendesk setups that support millions of passengers daily.

Key responsibilities

• Configure and maintain Zendesk Support, Guide, Talk and Messaging (ticket fields, forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, roles and permissions).
• Set up channel integrations including Zendesk Talk on Amazon Connect, IVR, email, web‑forms, messaging and localized Help Centers.
• Lead market‑by‑market rollout: replicate the global blueprint, apply market‑specific adaptations, run test cycles, support go‑live and hyper‑care.
• Configure marketplace apps, webhooks and define requirements for custom API integrations with Flix backend and AI‑driven contact channels.
• Collaborate daily with business SMEs, training leads, IT engineers and project leads.
• Document all configurations and deviations to Centre of Excellence standards.

Required profile

• 5+ years of hands‑on Zendesk administration on Enterprise plans.
• Deep knowledge of triggers, automations, macros, SLA policies, ticket forms, custom fields/objects and omnichannel routing.
• Experience preventing configuration sprawl across multiple markets.
• Ability to work in a sandbox‑to‑production model and ensure clean instance growth.

Required skills

• Zendesk administration (Support, Guide, Talk, Messaging)
• Amazon Connect and IVR configuration
• API integration design and testing
• Chatbot and voicebot integration
• Marketplace app and webhook configuration

What we offer

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