Zendesk Manager / Developer of Solutions for Migrations into Zendesk (m/f/d) (Zendesk)

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 transportation more accessible, sustainable, and affordable.

What you will do

• Configure and maintain Zendesk Support, Guide, Talk, and Messaging, including ticket fields, forms, groups, views, macros, triggers, automations, SLAs, routing, brands, and permissions.
• Set up voice, email, webform, messaging, and Help Center channels for multiple markets and languages.
• Deliver market rollout waves by applying global blueprints, adapting market-specific rules, coordinating testing, supporting go-live and hypercare, and handing over to operations.
• Configure marketplace apps and webhooks, and define and test requirements for custom APIs and AI-driven contact channels.
• Collaborate with business SMEs, training, IT engineering, security, and project leadership to translate requirements into scalable production solutions.
• Document configurations and market-specific deviations according to Centre of Excellence standards.

Requirements

• At least 5 years of hands-on Zendesk administration and production configuration experience, preferably on Enterprise plans.
• Experience with triggers, automations, macros, SLA policies, ticket forms, custom fields and objects, omnichannel routing, and preventing trigger loops.
• Experience operating Zendesk across multiple brands, markets, or languages at scale.
• Configuration experience with at least two of the following: voice/contact-center channels, IVR and contact flows, messaging bot flows, or multilingual Help Center functionality.
• Working knowledge of REST APIs, webhooks, OAuth, API keys, JSON payloads, and independent API documentation review.
• Clear English communication and documentation skills, with the ability to work in a technical-business role and communicate decisions to non-technical stakeholders.

Nice to have

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

Culture & Benefits

• Hybrid, office-first work model with role-dependent flexibility for working from another location for up to 60 days per year.
• 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 culture with opportunities to take initiative, make an impact, and develop professionally.