As a Zendesk CRM Administrator you will report directly to our CX Operations & Systems Manager, and support our CX Operations + CX teams. This role will involve leading key initiatives for the organization from discovery to implementation. A successful candidate must be an expert analyst with a strong Zendesk background and experience successfully leading change from conception to implementation. You will also be able to thrive in a collaborative, fast-paced and constantly evolving environment!
How you’ll make an impact:
- Partner and collaborate with internal end users to understand administrative needs, resolve issues and meet business requirements
- Assess, improve, and educate internal end users on validation rules, workflows, flows, process builder, etc
- Implement, own, and optimize internal processes to improve efficiency
- Improve self service flows for external Melio end users
- Document procedures, troubleshooting, and self service for internal users
- Manage and own system administration and help streamline business functionality including: profiles/permissions, role hierarchy, security models, application customization, reports and dashboards
- Maintain and advise on selection of 3rd party technologies to improve CX efficiency within the CRM platform
What we’d love to see:
- Experience managing systems to support CX teams
- Detail-oriented with strong analytical, problem solving, coordination, and troubleshooting skills
- Excellent verbal, written, organizational, and time management skills
- Experience dealing with ambiguity and rapidly shifting priorities
- Passionate about small businesses and Melio’s mission
- 4+ years of experience within a Zendesk Administration capacity, preferably within a high-growth work environment.
- Experience with the capabilities of Zendesk Enterprise and building systems and processes within Zendesk from the ground up within a high volume support environment.
- Familiarity with Zendesk developer documentation and implementation of custom solutions, either on your own or with engineering assistance
- Understanding of CSS / HTML / WebHooks / API usage in the context of Zendesk and related systems
- Understanding of the Zendesk platform with the ability to implement apps, formula fields, workflows, custom views, and other content of advanced complexity.
- Strong data management abilities, along with the demonstrated ability to understand and articulate complex requirements for engineering and system implementation.
- Experience working cross functionality with customer facing teams and engineering to implement custom technical solutions to service both support agents as well as customer needs in a support environment.
-
Ability to design and implement new processes along with documentation to be passed along internally to our relevant Enablement teams.
- Overall you must be extremely comfortable as an administrator of an enterprise zendesk account with high volume, complex routing, rules, triggers, SLA’s ect.
Compensation, Benefits and Perks:
- Base compensation range is $77,000 - $90,000
- 100% health insurance coverage on selected plans for medical, dental and vision
- Competitive compensation package
- 401K matching automatically
- Equity
- Flexible PTO
- Weekly lunch perks
- Fitness classes
- Plenty of fun team activities
- Extensive career growth and development opportunities throughout a growing startup
About us:
Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.
With offices in New York, Denver, and Tel Aviv, and a vibrant work culture, Melio is expanding every single day. We are a diverse group of people who love what we do and do what we love. If you are a driven and passionate team player, you will fit right in. We are an equal-opportunity employer and are always on the lookout for top-notch talent—please reach out if you would like to join us on this exciting journey!
