Customer Automations & Analytics Specialist (Zendesk)

TL;DR

Customer Automations & Analytics Specialist (Zendesk/Support Ops): Optimizing support workflows and implementing automated systems for the Customer Happiness team with an accent on Zendesk configuration and data-driven insights. Focus on building chatbot flows, integrating systems via APIs/webhooks, and developing analytics dashboards to improve operational efficiency.

Location: Must be based in Vienna, Austria, or open to relocating; must have the right to work in the EU/Austria

Salary: from € 40,000 gross per year

Company

hirify.global is a global printing app that utilizes AI to help users effortlessly create high-quality photo books and prints.

What you will do

• Optimize support workflows by identifying and implementing automation opportunities.
• Own and develop the Zendesk setup, including triggers, automations, and macros.
• Build chatbot flows and automated responses to scale support operations.
• Collaborate with CX, Engineering, and Product teams to ensure seamless data flow between systems.
• Develop dashboards and analytics frameworks to derive actionable insights from support data.

Requirements

• 2+ years of experience configuring ticketing tools like Zendesk or Freshdesk.
• Technical proficiency with basic JSON, REST APIs, and webhooks.
• Experience using no-code tools such as Zapier or N8N.
• Strong analytical skills to translate data into actionable stories.
• Right to work in the EU/Austria.
• Based in Vienna or open to relocating.
• Strong English communication skills.

Nice to have

• Degree in Business Informatics, Information Management, or a related field.
• Curiosity and interest in implementing AI-powered support tools.

Culture & Benefits

• Hybrid working model (40% home office) with flexible core hours.
• 25 days of annual leave, with additional days granted based on tenure.
• Free daily lunches, breakfast, and coffee in the in-house eatery.
• Reimbursement for Vienna public transport cards.
• Company MacBook provided for both professional and personal use.
• Weekly in-house German language lessons in small groups.

Hiring process

• Introductory call with the Talent Acquisition team (30 min).
• Technical Interview with the Customer Happiness team (1.5 h).
• Final interview with the Leadership team (1 h).