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.
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
