We’ve partnered with a fast-growing FinTech scale‑up business who are looking for a Zendesk Solutions Architect to own and evolve their customer support platform. This is a high‑impact role where you’ll act as the technical champion of Zendesk, ensuring it is scalable, optimised, and aligned with the needs of Customer Experience, Risk, Payment Operations, Product, and Engineering teams. If you thrive in high‑growth environments and enjoy building systems that power exceptional customer experiences, this could be a strong fit.
You will take full ownership of the Zendesk environment, driving configuration, automation, reporting, and integrations to enable seamless, efficient support for small business customers. The role is fully remote within the UK. Sponsorship cannot be offered for this role.
Key Responsibilities
* Own day‑to‑day Zendesk administration including roles, permissions, security, triggers, automations, macros, workflows, dashboards, and SLAs across multiple channels.
* Configure and optimise Omnichannel routing, AI features, and automation to ensure efficient ticket distribution and response times.
* Maintain data integrity and deliver accurate, actionable reporting to inform business decisions.
* Enhance and maintain Help Centre themes to deliver a user‑friendly, on‑brand self‑service experience.
* Improve self‑service journeys using Zendesk Guide features, reducing live chat demand while increasing customer satisfaction.
* Evaluate, implement, and manage third‑party integrations and apps to improve CX workflows.
* Contribute to custom app development using CSS, HTML, APIs, Webhooks, Zapier, Postman, and related tools.
* Troubleshoot complex technical issues across all Zendesk channels.
* Lead end‑to‑end system and process initiatives, from design through implementation and change management.
* Produce clear documentation, training materials, and internal knowledge resources to drive adoption.
Key Requirements
* Proven experience as a Zendesk Administrator, ideally within a high‑growth startup or fintech.
* Strong understanding of platform capabilities including workflows, objects, formula fields, APIs, custom views, and integrations.
* Experience building or significantly scaling a Zendesk environment within a CX function.
* Demonstrated ability to design processes and drive user adoption.
* Experience integrating third‑party tools and managing app ecosystems.
* Strong analytical mindset with excellent data management and reporting skills.
* Collaborative, delivery‑focused approach with a track record of owning projects end‑to‑end.
Salary: Up to £70,000
If this role sounds of interest, please apply and I can give you a call.
01182284223 | 07980610737
https://www.linkedin.com/in/tim-stock-recruitment/
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