Skip to content
CV Rocket
Get me interviews
How it worksThe enginePricingBlogContactSign in

Open nowPosted 34 days ago

Senior Zendesk Automation Specialist

capital45 open roles

Where
Sofia City, Bulgaria
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSenior Zendesk Automation Specialistcapital · Sofia City, Bulgaria

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on capital's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.4% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.5%1 day
  2. 3.5%3 days
  3. 7.4%7 days
  4. 13.2%14 days
  5. 34.6%30 days
This job: posted 34 days ago

The posting

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

Responsibilities:

  • Design, implement, and maintain automation rules, workflows, and routing logic to improve first response times, reduce manual ticket handling, and maintain CSAT above established benchmarks.
  • Conduct regular audits of existing automations to identify bottlenecks, false positives, ticket leakage, and incorrect routing.
  • Improve automation performance to increase agent efficiency and ensure tickets are handled accurately.
  • Develop rules based and dynamic routing to assign tickets according to language, product expertise, client tier, ticket content, client attributes, and real time agent capacity.
  • Configure and maintain Zendesk ticket fields, custom views, macros, triggers, automations, business rules, and routing logic.
  • Collaborate with the Customer Service team to define, document, and improve operational procedures.
  • Monitor key performance indicators, including first response time, resolution rate, CSAT, ticket volume, and agent utilisation.
  • Create dashboards and weekly or monthly reports to demonstrate the impact and return on investment of automation initiatives.
  • Identify further opportunities to improve workflows, service quality, and operational efficiency.
  • Work closely with Compliance to review automation logic and identify potential regulatory risks.
  • Ensure vulnerable customers are flagged for human review and that appropriate audit trails are maintained.
  • Support compliance with relevant regulatory requirements, including FCA Consumer Duty expectations.
  • Maintain clear process documentation, runbooks, and records of automation changes.
  • Train Customer Service leadership and new team members on automation processes and system updates.
  • Communicate workflow changes clearly to relevant stakeholders and cross functional teams.

Requirements:

  • At least 5 years of experience in customer service operations, customer experience technology, business process automation, or equivalent experience scaling Customer Service operations through automation within a SaaS or fintech environment.
  • Strong hands on experience with Zendesk, including automations, triggers, business rules, macros, routing, ticket fields, and workflow logic.
  • Ideally, at least 2 years of direct Zendesk administration experience.
  • Strong analytical skills with the ability to analyse ticket data, identify trends, and recommend improvements based on measurable results.
  • Experience with customer experience analytics tools such as Tableau, Amplitude, or similar platforms is an advantage.
  • Proven experience simplifying complex processes, reducing manual work, and delivering measurable operational improvements.
  • Basic SQL knowledge or experience querying Zendesk data to analyse ticket trends.
  • Experience with scripting, APIs, or system integrations is an advantage.
  • Understanding of financial services compliance requirements, including FCA Consumer Duty, vulnerability screening, and audit trail requirements.
  • Ability to incorporate regulatory and compliance requirements into automation design.
  • Strong verbal and written communication skills in English.
  • Ability to explain technical limitations and solutions in clear business language.
  • Confidence presenting findings and recommendations to Customer Service leadership and cross functional teams.

What you will get in return:

• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.

• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid

• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.

• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.

• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!

• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!

• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against capital's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on capital's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    capital's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.