Zendesk Administrator

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San Francisco, CA, United States

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30+ days ago

This position must be remote based in the USA.

Lime's mission is to realize a future for transportation that is shared, electric and carbon-free. As the world's leading provider of shared electric vehicles, Lime partners with cities to deploy electric bikes, scooters and mopeds to serve any trip under five miles. One of Time Magazine's 100 Most Influential Companies in 2021, Lime has powered more than 200 million rides in more than 150 cities across five continents, spurring a new generation of clean alternatives to car ownership. Learn more at li.me

We are looking for an experienced Zendesk Administrator to own all of our CX Software with the goals of improving the customer experience and optimizing agent’s workflows. This is a great fit if you are passionate about technology and CX to systematically solve complex problems.

What You'll Do:

    • Own and drive the CX Software roadmap: provide thought leadership on Zendesk developments and identify innovations/new capabilities that meet Lime’s long-term needs
    • Configure, maintain and restructure the Zendesk infrastructure for multiple BPOs, hundreds of agents, 10+ languages, different user types to ensure it is constantly optimized for our teams and customers
    • Manage and automate the user lifecycle management workflow for all CX tools Identify and troubleshoot any CX software performance issues
    • Serve as the liaison to Zendesk for technical issues
    • Own and manage the broader Zendesk relationship to influence their roadmap and leverage all features in relation to the Lime use case
    • Maintain expert-level understanding of all Zendesk features, enhancements, changes and releases
    • Support ticket automation efforts creating effective workflows in zendesk in partnership with the Content and AI Manager and Forethought

About You:

    • Strong knowledge of Customer Support organization and logics
    • Zendesk (or similar ticketing software) advanced administration experience
    • Working knowledge of Developer tools including Zendesk apps and APIs
    • Experience in scripting with SQL and/or Python, for workflow automation and to extract large sets of data, and design of ETL flows
    • Proven ability to understand business processes and translate business requirements into application functionality
    • Proven project management, multitasking & prioritization skills
    • Proficiency in data analysis: ability to gather, synthesize, analyze and prioritize information to make recommendations that will improve customer experience and improve the marketplace experience
    • Ability to balance attention to detail with expeditious execution in a fast-paced environment
    • Superb interpersonal skills with ability to clearly articulate to users and management
    • Zendesk certification preferred
Lime is an Equal Opportunity Employer, but that’s only the start. We want people with different backgrounds, abilities, identities, and mindsets to join us—not just to do great work, but to build a better, more representative world.

This job cannot be performed within Colorado