Mid-Level Zendesk Analyst (CX)

Are you passionate about process optimization, system integrations, and artificial intelligence? We are looking for an analytical, hands-on professional to transform our customer support operations!

If you master Zendesk, excel at working with APIs, and enjoy building workflows in n8n, this role is for you.

💻 What will you do day-to-day?

• Advanced Zendesk Administration: Create and manage triggers, automations, macros, views, and ticket fields.
• Advanced Zendesk AI: Implement, monitor, and update Artificial Intelligence workflows for self-service.
• System Integrations: Configure and maintain connections between Zendesk and internal/external tools via Webhooks and REST APIs.
• Process Automation: Implement and maintain system automation workflows using modern tools (n8n).
• Continuous Improvement & Data: Identify bottlenecks, extract reports in Zendesk Explore, and analyze metrics (TMT, First Response, AI Deflection).
• Tech Documentation: Keep the technical process guide for automations and AI workflows always up to date.

🔍 What are we looking for in you? (Requirements)

• Zendesk Admin Experience: Absolute mastery of Zendesk's architecture for views, automations, and triggers.
• Integration & APIs: Practical knowledge of API requests (REST) and JSON file manipulation.
• Automation: Proven experience with automation tools (especially n8n).
• Support AI: Familiarity with configuring bots and self-service workflows.
• Data Analysis: Solid knowledge of Excel/Google Sheets and support metrics.
• Soft Skills: Analytical and proactive profile, with excellent communication skills and the ability to create executive presentations.
• Management: Excellent time management, prioritization, and organization of tasks and cross-functional demands.

Does this align with your current career moment?