Senior Zendesk Automation Specialist

Capital.com
Sofia
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Analytical skills","Communication","Cross-functional collaboration","Process improvement","Stakeholder management"]

Design and maintain Zendesk automation to improve first response times, reduce manual ticket handling, and keep CSAT above targets. You’ll audit and optimize workflows and routing logic (language, expertise, client tier, and agent capacity), configure triggers/macros/views/rules, and track KPIs through dashboards and reports. Partner with Customer Service leadership and Compliance to manage audit trails, vulnerability flagging, and FCA Consumer Duty expectations.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Capital.com
Capital.com
1 week ago

Senior Zendesk Automation Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Design and maintain Zendesk automation to improve first response times, reduce manual ticket handling, and keep CSAT above targets. You’ll audit and optimize workflows and routing logic (language, expertise, client tier, and agent capacity), configure triggers/macros/views/rules, and track KPIs through dashboards and reports. Partner with Customer Service leadership and Compliance to manage audit trails, vulnerability flagging, and FCA Consumer Duty expectations.
Location: Sofia
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Design, implement, and maintain Zendesk automation rules, workflows, and routing logic to improve first response times and reduce manual handling.
  • •Conduct audits of existing automations to identify bottlenecks, false positives, ticket leakage, and incorrect routing.
  • •Configure and maintain Zendesk ticket fields, custom views, macros, triggers, automations, business rules, and routing logic.
  • •Monitor KPIs (first response time, resolution rate, CSAT, ticket volume, agent utilisation) and produce dashboards and reports on automation ROI.
  • •Collaborate with Customer Service and Compliance to ensure automation aligns with regulatory expectations (including FCA Consumer Duty), including audit trails and human review for vulnerable customers.

Pay and Benefits

Perks:Health InsurancePensionPaid LeaveRemote Work

Key Requirements

  • •At least 5 years of experience in customer service operations, customer experience technology, or business process automation, scaling CS operations through automation in a SaaS/fintech environment.
  • •Hands-on experience with Zendesk automations, triggers, business rules, macros, routing, ticket fields, and workflow logic.
  • •Ideally 2+ years of direct Zendesk administration experience.
  • •Strong analytical skills to analyse ticket data, identify trends, and recommend improvements using measurable results.
  • •Basic SQL knowledge; scripting, APIs, or system integrations are advantageous.
Experience:5+ yearsSaaSFintech
Skills:Analytical skillsCommunicationCross-functional collaborationProcess improvementStakeholder management
Languages:English
Tech Stack:ZendeskTableauAmplitudeSQLAPIs

Company Brief

Capital.com
Operates an online trading platform offering CFDs, forex, commodities, indices and cryptocurrencies to retail investors and traders, combining market access with educational content, analytics, and AI-driven insights for informed trading decisions.
Industry: Trading Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
WebsiteLinkedIn