Senior Zendesk Automation Specialist (Fintech)

Location: Sofia City, Bulgaria; Hybrid

Company

hirify.global operates a global trading platform focused on technology and client experience.

What you will do

• Design, implement, maintain, and audit Zendesk automations, workflows, business rules, and routing logic.
• Build dynamic ticket routing based on language, product expertise, client tier, ticket content, client attributes, and agent capacity.
• Monitor first response time, resolution rate, CSAT, ticket volume, and agent utilisation, creating regular dashboards and reports.
• Collaborate with Customer Service leadership and cross-functional teams to document and improve operational procedures.
• Work with Compliance to identify regulatory risks, flag vulnerable customers for human review, and maintain appropriate audit trails.
• Train Customer Service leaders and new team members on automation processes and system updates.

Requirements

• At least five years of experience in customer service operations, customer experience technology, business process automation, or equivalent experience in scaling Customer Service through automation.
• Strong hands-on experience with Zendesk automations, triggers, business rules, macros, routing, ticket fields, views, and workflow logic; two years of Zendesk administration experience is preferred.
• Strong analytical skills, including ticket data analysis, trend identification, KPI evaluation, and measurable process improvement.
• Basic SQL knowledge or experience querying Zendesk data.
• Understanding of financial services compliance, including FCA Consumer Duty, vulnerability screening, and audit trail requirements.
• Strong verbal and written English communication skills are required.

Nice to have

• Experience with Tableau, Amplitude, or similar customer experience analytics tools.
• Experience with scripting, APIs, or system integrations.

Culture & Benefits

• Hybrid work environment with location-specific benefits.
• Annual leave, medical insurance, and pension benefits.
• Up to 30 additional days of remote work from anywhere in the world through the workation program, subject to restrictions.
• Two additional paid volunteer days each year.
• Employee referral program.