Salesforce - Zendesk Administrator

About TalaAt Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population.We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals.Our pioneering work and proven impact have earned us consistent recognition, including being named to:CNBC’s Disruptor 50 for five years.CNBC’s World's Top Fintech Companies for two consecutive years.Forbes’ Fintech 50 list for nine consecutive years.Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you!We are seeking a skilled Customer Care Platform Specialist to manage and optimize our Zendesk platform while bringing broader CX platform expertise (Salesforce, Intercom, Freshdesk, etc.). This role is crucial for ensuring our customer care team operates efficiently and effectively, providing exceptional support to our customers across Mexico, Kenya, the Philippines, and India.The ideal candidate will have a strong technical background, deep experience with at least one leading CX platform, a passion for problem-solving, and a commitment to delivering outstanding customer experiences.What You’ll DoPlatform Management: Administer and maintain Zendesk, including user management, ticket routing, automation, and integrationsSystem Optimization: Identify opportunities to improve Zendesk workflows and processes. Implement best practices to enhance efficiency and effectiveness. Design and deploy workflows, macros, triggers, deflection strategies, and automation rules that reduce friction and increase efficiencyReporting and Analytics: Build and analyze dashboards to monitor CSAT, reopen rate, automation deflection, First reply time, full resolution time, and other KPIs. Tools may include Zendesk Explore, Snowflake, or Looker. Work with partner teams like Analytics Engineering to develop automated reportingConfiguration and Customization: Configure CX platforms to meet evolving needs, including AI/ML chatbot integrations (i.e. Forethought and Zendesk AI)AI Plugin Management: Build and optimize automations using third-party AI agent tools that integrate seamlessly into Zendesk. Continuously review AI-generated insights and collaborate with Product to leverage APIs for automating user actionsIntegration Support: Partner with Product, Engineering, and IT to connect Zendesk and other tools to CRM, guiding proper implementation for optimal workflows and data integrity. Training and Support: Provide training and support to customer care agents on CX platform functionality and best practicesTroubleshooting: Identify and resolve technical issues within the Zendesk platform promptlyStay Updated: Keep abreast of Zendesk updates and new features, recommending and implementing improvements as neededCollaboration: Partner with Product, Engineering, and CX Leads across markets to drive impactWhat You’ll Need5+ years of experience administering a leading CX platform (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, etc.)Deep knowledge of ticketing workflows, automation rules, macros, triggers, and omnichannel support.In-depth knowledge of Zendesk features, functionalities, and best practicesExperience designing automation & AI-driven deflection strategies (chatbots)Strong technical skills, including experience with Zendesk APIs and integrationsProficiency in data analysis and reporting, with the ability to generate insights from Zendesk dataExcellent problem-solving and troubleshooting skillsExcellent written and verbal communication skills, with the ability to deliver clear and concise trainingAbility to push through ambiguity to interpret and analyze trends with minimal guidanceStrong project management skills and the ability to prioritize in a fast-paced environmentExperience working with global teams and a passion for supporting underserved communities in Mexico, Philippines, Kenya, and IndiaOur vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.