Sr. Zendesk Administrator

  • Okcoin
  • Remote
  • Nov 12, 2021
Full time Customer Service

Job Description

Who We Are:

Okcoin is one of the world’s largest and fastest growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Hong Kong, Singapore, Japan, and Korea, but we believe in you working wherever you work best. 

About the Team: 

Our CS Team is at the heart of servicing our clients and customers and representing their voices. This is a great opportunity to bring your extensive CS knowledge and experience to lead the creation and implementation of our global CS technology and tools strategy. We work closely with all our key stakeholders, such as Marketing, Product, Engineering, Compliance Operations, Risk, and Payment Operations to successfully launch various global products while understanding the associate servicing needs and strategies for business growth. 

About the Opportunity: 

As a Sr. Zendesk Administrator, you will be part of the CS Technology and Tools team within the Global Operations organization and responsible for Zendesk development, management, and 3rd party integrations. You will also work with all levels of stakeholders internally and externally to improve our usage of Zendesk in accordance with company goals.

The successful candidate will have strong experience in managing Zendesk, including day-to-day configuration, feature customization/development, reporting, third-party integration, workflow and trigger setup, monitoring, as well as troubleshooting for internal users. This is a great fit if you are passionate about technology and CX to systematically solve complex problems.

What You’ll Be Doing:

  • Manage a queue of operational requests, prioritizing against evolving business priorities
  • Serve as the primary system administrator for the Zendesk environment with 200+ users
  • Maintain expert level understanding of all Zendesk enhancements and releases
  • Coordinate system upgrades to ensure business continuity
  • Identify operational weaknesses and help improve or innovate new processes
  • Collaborate with other teams to ensure efficiency and cross functional alignment as we build and scale
  • Support a culture of continuous improvement to continually raise the bar of execution
  • Configure Zendesk dept/manager/agent views, reports, and dashboards
  • Design and implement contact forms, including triggers, conditional fields, etc.

What We Look For In You:

  • At least 4 years of direct Zendesk administration experience for a contact center or customer support organization
  • Strong understanding of the platform, with the ability to build custom apps and objects, custom fields, workflows, custom views, and other content of intermediate/advanced complexity
  • Comfortable independently managing multiple tasks simultaneously in a fast-paced environment
  • Team player, excellent at building relationships within your team and across teams
  • Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
  • Microsoft Excel and Google Suite experience highly preferred
  • Experience with integration of third-party solutions (Chat/Telephony/SMS/Social) and connector apps is a plus
  • Zendesk certification is a HUGE plus

Highlights of Perks and Benefits: 

  • Market competitive total compensation package
  • Comprehensive insurance package including medical, dental, vision, disability & life insurance (Company pays 100% for employee/80% for dependents)
  • 401K with company contribution
  • Flexible PTO policy, company paid holidays, and flexible hours
  • UberEats Program
  • Paid Parental Leave
  • Employee Referral Bonus Program paid in BTC
  • Company Donation Match
  • More surprises when you join!

Okcoin Statement: 

Okcoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.