Client Engagement - Process Optimization Analyst (Web3)

TL;DR

Process Optimization Analyst (Zendesk/AI): Designing and maintaining the technical backbone of Client Engagement operations with an accent on Zendesk administration, AI-driven automation, and system integrations. Focus on optimizing ticket routing, reducing manual agent effort, and translating business requirements into technical system configurations.

Location: Remote (Brazil, Argentina, Chile, Costa Rica, El Salvador, Malaysia, Panama, Paraguay, Thailand, Vietnam)

Company

hirify.global is a mission-focused crypto exchange and product company dedicated to accelerating the global adoption of blockchain technology.

What you will do

• Own and manage the Zendesk admin panel, including triggers, automations, macros, views, and routing rules.
• Design and implement ticket routing logic and escalation paths to optimize agent workload and response times.
• Identify and implement AI opportunities within Zendesk, such as intelligent triage and generative AI for agents.
• Design automation workflows to reduce manual effort, including auto-responses and conditional triggers.
• Partner with leadership to translate business requirements into technical Zendesk configurations.
• Analyze ticket data and SLA compliance to identify and resolve operational bottlenecks.

Requirements

• Hands-on experience in Zendesk administration at scale (triggers, SLAs, routing, and user management).
• Deep understanding of the Zendesk ticket lifecycle and event model.
• Experience designing multi-channel support workflows (email, chat, messaging, web forms).
• Ability to diagnose and troubleshoot workflow issues, such as trigger conflicts and routing errors.
• Working knowledge of Zendesk Explore or equivalent reporting tools for data analysis.
• Must be based in one of the specified locations in LATAM or APAC.

Nice to have

• Zendesk Admin or other platform certifications (Salesforce Service Cloud, ServiceNow).
• Experience with Zendesk API, webhooks, and the Zendesk Apps Framework (ZAF).
• Coding skills in JavaScript or Python for custom integrations.
• Familiarity with HTML/CSS/Liquid for help center and email template customization.
• Knowledge of Lean, Six Sigma, or RPA tools (UiPath, Zapier, Make).
• Background in fintech or crypto industries.

Culture & Benefits

• Fully remote work environment with a global team across 70+ countries.
• Mission-driven culture focused on financial freedom and crypto adoption.
• Merit-based hiring and growth opportunities.
• Inclusive environment celebrating diverse backgrounds and perspectives.