Zendesk
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 req