We are partnering with a leading regional business to hire a
Zendesk System Specialist & Project Manager to lead Zendesk optimisation, workflow automation, and cross-functional transformation initiatives across multiple business entities.
This is more than just a Zendesk admin role — you'll act as the bridge between operations, business stakeholders, and technical teams to improve customer support systems, automate workflows, and drive scalable operational improvements.
What You'll Be Doing:
1. Zendesk System Ownership- Manage and optimise Zendesk at group level
- Configure and improve:
- workflows, triggers, automations, macros
- SLAs, ticket routing, views, user roles
- knowledge base / Help Centre
- Ensure efficient and scalable customer support operations
2. Project Management & Process Improvement- Drive end-to-end system enhancement projects (from requirement to rollout)
- Work with Ops, Product, Compliance & Tech teams to translate business needs into system solutions
- Manage stakeholder alignment, prioritisation, and change implementation
- Lead workflow standardisation and process optimisation across teams
3. Automation, AI & Chatbot Enablement- Support Zendesk automation and chatbot improvements
- Enhance AI-driven customer support and self-service capabilities
- Identify opportunities to reduce manual workload via automation and integrations
4. Reporting & Insights- Monitor key metrics: ticket volume, response time, resolution rate, automation & bot performance
- Use data insights to continuously improve workflows and system efficiency
What We're Looking For:
- 5+ years in Zendesk, customer support systems, or related roles
- Strong hands-on Zendesk configuration experience (workflows, triggers, automations)
- Experience driving projects or system/process improvement initiatives
- Strong stakeholder management across business and technical teams
- Exposure to chatbot / AI support tools / automation is a strong plus
If you're someone who enjoys
both system optimisation and driving projects end-to-end, this role could be a strong fit! Apply now or drop your latest CV at [Confidential Information]
