We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
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.
