Zendesk Administrator

Summary

Join GoFundMe as a Zendesk Administrator II in Buenos Aires, Argentina! This remote position offers the chance to enhance the global customer experience and support strategic initiatives driving growth and efficiency across operations teams. You will coordinate with the Operations Strategy team, serve as a trusted partner for Zendesk experts, maintain expert-level understanding of Zendesk products, create and maintain SOPs, and develop Zendesk-related analyses. The role requires 2-4 years of experience in relevant fields, a BA/BS/Master's degree or equivalent, and C1 English fluency. GoFundMe offers market-competitive pay, a purposeful work environment, a supportive team, and opportunities for growth within a certified Great Place to Work.

Requirements

• 2-4 years of experience, including internships, in Business Intelligence, Business Operations, Zendesk System Administration, Project Management, and/or Operations Management
• BA, BSc, Master’s, or equivalent certification in business, engineering, computer science, finance, mathematics, economics, or similar field
• C1 fluency or higher in English required
• Prior experience managing, administering, or supporting a Zendesk instance
• Detail-oriented with a strong emphasis on accuracy and quality of work
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and collaborate laterally and upwards
• Collaborative team player who is also capable of independent thought and execution
• Strong communication skills with the ability to influence others
• A proactive approach to work with a “get things done” mentality
• Resilient and adaptable in the face of changing priorities or unexpected challenges

Responsibilities

• Coordinate with the Operations Strategy team and experts within each Operations team to intake, plan, and execute change requests to customer-facing Zendesk instance
• Serve as a trusted partner for embedded Zendesk experts across operational teams, responding to, triaging, and prioritizing requests and bug alerts from key stakeholders
• Maintain expert-level understanding of all utilized Zendesk products, as well as a general understanding of new Zendesk products & features
• Create and maintain Zendesk-related SOPs and Wiki articles
• Develop Zendesk-related analyses and insights as required by senior management to support strategic decision-making
• Stay updated on the latest trends, news, and disruptors in the payments, charitable giving, and fintech space

Preferred Qualifications

• Certification as a Zendesk Administrator strongly preferred
• Experience with Zendesk Explore and/or Zendesk QA (Klaus) strongly preferred
• Prior experience or familiarity with managing, administering, or supporting Salesforce a plus
• Prior experience or familiarity with analytics in Looker or a similar platform a plus
• Experience with (or strong interest in) payments, fintech, ecommerce, social media, or marketplace companies
• Experience with (or strong interest in) managing or supporting trust and safety, compliance, customer support, or financial risk operations and associated key performance indicators
• Knowledge of regulatory compliance and risk trends in the ecommerce, social media, marketplace, or financial services industries

Benefits

• Market competitive pay, based on project scope, experience and other factors
• Your work has a real purpose and will help change lives on a global scale
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together
• We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!