Senior Zendesk Administrator (m/f/d)

Location: Hybrid work model; office-first with flexibility to work from another location for up to 60 days per year depending on the role

Company

Flix provides technology-driven travel services focused on making travel more accessible, sustainable, and affordable.

What you will do

• Configure and maintain Zendesk Support, Guide, Talk, and Messaging, including ticket fields, forms, views, macros, triggers, automations, SLAs, routing, brands, and permissions.
• Set up voice, email, webform, messaging, and Help Center channels for multiple markets and local languages.
• Deliver market rollouts by adapting global blueprints, coordinating testing, supporting go-live and hypercare, and transitioning configurations to operations.
• Configure marketplace apps and webhooks, and define and test requirements for backend and AI-driven contact-channel integrations.
• Collaborate with business SMEs, training, engineering, security, and project leadership on scalable customer-service processes.
• Document configurations and market-specific deviations according to Centre of Excellence standards.

Requirements

• 5+ years of hands-on Zendesk administration and production configuration experience, including Enterprise plans.
• Experience with triggers, automations, macros, SLA policies, ticket forms, custom fields and objects, omnichannel routing, and trigger-firing order.
• Experience supporting multiple brands, markets, or languages at scale; migration experience from Salesforce Service Cloud or a similar platform is valuable.
• Configuration experience with at least two of voice/contact-center channels, messaging with bot flows, or multilingual Help Center functionality.
• Understanding of REST APIs, webhooks, OAuth, API keys, JSON payloads, and integration requirements.
• Clear written and spoken English is required, along with the ability to translate business requirements into scalable technical configurations.

Nice to have

• Zendesk Admin certification.
• Zendesk Apps Framework experience.

Culture & Benefits

• Hybrid, office-first work model with location flexibility depending on the role.
• Up to 60 days per year working from another location, depending on role eligibility.
• Travel benefits including free Flix vouchers and discount vouchers for friends and family.
• Confidential counselling, wellbeing courses, and stress-management support for employees and up to four family members.
• Language classes, training courses, expert-led sessions, and a mentoring program.
• Ownership-focused environment with opportunities to take initiative and shape career development.