Senior Zendesk Administrator (m/f/d)
Flix · Sofia
At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
At Flix, Customer Service actively transforms how we provide a service to our passengers while adopting frontier technologies. ZenDesk is one of the systems to be implemented after the pilot and you will own this. As a Senior Zendesk Administrator, you are the person who does the actual configuration work: you build the workflows, routing, and channel setup that hundreds of agents and millions of passengers will use every day.
You sit inside the business team. You take business requirements from market and process owners, turn them into working Zendesk configuration yourself. You own what is shipped in production. You are comfortable being the most hands-on Zendesk person in the room.
About the Role
- Platform configuration: build and maintain the core Zendesk setup across Support, Guide, Talk, and Messaging: ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles and permissions. You work in a sandbox-to-production model and keep the instance clean as it grows; config sprawl across 30 markets is a real risk and part of your job is preventing it.
- Channel setup: configure Voice (Zendesk Talk on Amazon Connect, including IVR and contact flows), email, webform, messaging, and Help Center for each market, in the local language, working from the global blueprint and adapting it where market-specific rules genuinely require it.
- Rollout delivery: for each market wave, translate the migration plan into configuration - replicate the blueprint, apply market specifics, run test cycles with local teams, support go-live and hypercare, and hand over to steady-state operations.
- Integrations: configure marketplace apps and webhooks yourself; for custom API integrations into Flix backend systems and AI-driven contact channels (chatbot, voicebot), you define the requirements and test the result while the engineering teams build and own the integration itself.
- Collaboration: work daily with business SMEs who own rules and processes, the training lead who prepares agents for each go-live, IT engineering who owns integrations and security, and the project lead who owns the rollout plan.
- Documentation: document all configuration and market-specific deviations to Centre of Excellence standards, so nothing you build depends on you being in the room.
About You
- Zendesk experience: 5+ years hands-on administering and configuring Zendesk in production (we care about proven delivery), on Enterprise plans: triggers, automations, macros, SLA policies, ticket forms, custom fields and objects, and omnichannel routing. You understand trigger firing order, know how to prevent loops, and can explain why a tag taxonomy matters. Zendesk Admin certification is a plus.
- Scale: you have run or significantly contributed to a Zendesk instance serving multiple brands, markets, or languages, and can talk concretely about what broke as it grew and how you fixed it. Experience migrating from another platform (Salesforce Service Cloud or similar) is a strong plus.
- Channel breadth: beyond ticketing, you have configured at least two of - Talk or another contact center voice channel (IVR, contact flows), Messaging with bot flows, or a multi-language Help Center (content structure, permissions, theming basics).
- Integration literacy: you understand how Zendesk talks to other systems (REST APIs, webhooks, OAuth and API keys, JSON payloads). You can read API documentation independently and have a precise conversation with engineers about what an integration should do. Zendesk Apps Framework experience is a plus but not required.
- Hybrid profile: you thrive in a roughly 70/30 technical-business role: you sit inside the business, gather requirements yourself, push back when a requested workflow will not scale, and explain technical decisions to non-technical stakeholders.
- Rollout mindset: you are comfortable with repetition done well - the same blueprint deployed market after market, each time tested properly, each deviation documented. Go-lives and hypercare periods do not rattle you.
- Communication: clear written documentation and communication in English; you leave behind artefacts other people can pick up.
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!