Senior Zendesk Administrator (m/f/d)

Location: Hybrid work model; specific office location is not stated.

Company

Flix operates a technology-driven travel platform focused on making bus travel more accessible, sustainable, and affordable.

What you will do

• Build and maintain Zendesk Support, Guide, Talk, and Messaging configurations, including ticket forms, fields, views, macros, triggers, automations, SLAs, routing, brands, roles, and permissions.
• Configure voice, email, webform, messaging, and Help Center channels for multiple markets and languages using a global blueprint.
• Deliver market rollouts by applying local requirements, coordinating testing, supporting go-live and hypercare, and handing over to steady-state operations.
• Configure marketplace apps and webhooks, define requirements for custom API and AI-driven contact-channel integrations, and test integration results.
• Collaborate with business SMEs, training, engineering, security, and project leadership to turn requirements into scalable production solutions.
• Document configuration and market-specific deviations according to Centre of Excellence standards.

Requirements

• 5+ years of hands-on Zendesk administration and production configuration experience on Enterprise plans.
• Practical experience with triggers, automations, macros, SLA policies, ticket forms, custom fields and objects, and omnichannel routing.
• Experience operating Zendesk across multiple brands, markets, or languages at scale.
• Configuration experience with at least two of voice or contact-center channels, messaging with bot flows, and multilingual Help Center functionality.
• Working knowledge of REST APIs, webhooks, OAuth, API keys, and JSON payloads.
• Clear written and verbal communication in English is required.

Nice to have

• Zendesk Admin certification.
• Experience migrating from Salesforce Service Cloud or a similar platform.
• Zendesk Apps Framework experience.

Culture & Benefits

• Hybrid work model with an office-first approach and flexibility to balance work and life.
• Option to work from another location for up to 60 days per year, depending on the role.
• Travel benefits including 12 free Flix vouchers and 12 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.