Senior Zendesk Automation Specialist

Responsibilities:

• Design, implement, and maintain automation rules, workflows, and routing logic to improve first response times, reduce manual ticket handling, and maintain CSAT above established benchmarks.
• Conduct regular audits of existing automations to identify bottlenecks, false positives, ticket leakage, and incorrect routing.
• Improve automation performance to increase agent efficiency and ensure tickets are handled accurately.
• Develop rules based and dynamic routing to assign tickets according to language, product expertise, client tier, ticket content, client attributes, and real time agent capacity.
• Configure and maintain Zendesk ticket fields, custom views, macros, triggers, automations, business rules, and routing logic.
• Collaborate with the Customer Service team to define, document, and improve operational procedures.
• Monitor key performance indicators, including first response time, resolution rate, CSAT, ticket volume, and agent utilisation.
• Create dashboards and weekly or monthly reports to demonstrate the impact and return on investment of automation initiatives.
• Identify further opportunities to improve workflows, service quality, and operational efficiency.
• Work closely with Compliance to review automation logic and identify potential regulatory risks.
• Ensure vulnerable customers are flagged for human review and that appropriate audit trails are maintained.
• Support compliance with relevant regulatory requirements, including FCA Consumer Duty expectations.
• Maintain clear process documentation, runbooks, and records of automation changes.
• Train Customer Service leadership and new team members on automation processes and system updates.
• Communicate workflow changes clearly to relevant stakeholders and cross functional teams.

Requirements:

• At least 5 years of experience in customer service operations, customer experience technology, business process automation, or equivalent experience scaling Customer Service operations through automation within a SaaS or fintech environment.
• Strong hands on experience with Zendesk, including automations, triggers, business rules, macros, routing, ticket fields, and workflow logic.
• Ideally, at least 2 years of direct Zendesk administration experience.
• Strong analytical skills with the ability to analyse ticket data, identify trends, and recommend improvements based on measurable results.
• Experience with customer experience analytics tools such as Tableau, Amplitude, or similar platforms is an advantage.
• Proven experience simplifying complex processes, reducing manual work, and delivering measurable operational improvements.
• Basic SQL knowledge or experience querying Zendesk data to analyse ticket trends.
• Experience with scripting, APIs, or system integrations is an advantage.
• Understanding of financial services compliance requirements, including FCA Consumer Duty, vulnerability screening, and audit trail requirements.
• Ability to incorporate regulatory and compliance requirements into automation design.
• Strong verbal and written communication skills in English.
• Ability to explain technical limitations and solutions in clear business language.
• Confidence presenting findings and recommendations to Customer Service leadership and cross functional teams.