IT Zendesk Administrator

Location: Come and join us in Hamburg, Berlin or Barcelona!

We are looking for a Zendesk Platform Specialist to support our Team!

YOUR DAILY ADVENTURES WILL INCLUDE:

• Be the Master of the Zendesk Platform! Take full ownership of our Zendesk instance (Support, Guide, Talk, Chat, and Explore). You will be the go-to expert for configuring, maintaining, and optimizing the platform to ensure a seamless experience for both our agents and customers.
• Power Up Automation & Orchestration! Design, build, and maintain advanced workflows, triggers, automations, and macros. You'll leverage Zendesk’s API and integration tools to connect Zendesk with our broader tech stack (Jira, Slack, Salesforce), making support faster and smarter.
• Make Support Effortless! Architect and fine-tune our self-service strategy. This includes managing the Zendesk Guide help center, optimizing Answer Bot/Chatbots, and implementing proactive support solutions that reduce ticket deflection and empower users.
• Be the Bridge Between CX & Tech! Partner closely with Customer Experience, Product, and Customer Care to translate business requirements into technical configurations. You’ll lead the rollout of new Zendesk features and ensure our support infrastructure scales with the company.

TO BE SUCCESSFUL IN THIS ROLE:

• Zendesk Expertise is Your Superpower! You have extensive experience administering Zendesk in a fast-paced environment. You know the difference between a trigger and an automation like the back of your hand and have a proven track record of complex implementations.
• The Architect’s Mindset! You don't just fix problems; you design systems. You have a passion for systematic problem-solving and the ability to visualize how data flows between different SaaS platforms.
• Automation & Efficiency! You possess a strong understanding of Zendesk’s native capabilities and API. Experience with liquid markup for dynamic content and webhooks is a major plus.
• Communication is Key! You can translate "tech-speak" into "people-speak." You are comfortable advising agents on new features or presenting performance data to stakeholders across the organization.

Required Technical Skills:

• Zendesk Expertise: You bring 4+ years of progressive experience with deep expertise across the full Zendesk Suite.
• Integration Architecture: Proven, hands-on experience architecting and managing integrations using REST APIs and webhooks.
• Workflow Design: Demonstrated expertise in solution architecture, specifically designing and implementing scalable, complex workflows and business rules.
• Technical Project Leadership: A successful track record of leading large-scale technical projects from conception to completion in a multi-stakeholder environment.
• Strategic Mindset: The ability to translate high-level business goals into a technical roadmap and articulate the business value of platform initiatives.
• Leadership & Mentoring: Strong leadership capabilities to guide team members, establish best practices, and elevate the team's technical skills.
• Stakeholder Management: Excellent communication skills, with the ability to act as a trusted advisor to business leaders and senior management.
• Expert-Level Problem-Solving: Advanced analytical and troubleshooting skills for resolving complex and ambiguous technical challenges.
• Technical Documentation: The ability to write clear and concise technical documentation for both internal and external audiences.

BENEFITS & PERKS IN A NUTSHELL:

DIVERSITY, EQUITY & INCLUSION:

Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work. 

ABOUT FREENOW:

We are Freenow, the European taxi app with the broadest multi-mobility offering, available in 9 markets and over 180 cities. Our app gives millions of passengers the freedom to move with a wide choice of services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds and public transport.

Headquartered in Hamburg and led by our CEO Thomas Zimmermann, we are on a mission to make urban mobility more efficient, sustainable and inclusive.

Since July 2025 we have been part of Lyft, a global mobility platform connecting riders and drivers for billions of rides across North America and Europe. Together we are building a more caring and connected world, creating new opportunities for innovation, growth and impact.