INACTIVE
Full-Time
Customer Experience Systems Administrator
Posted on 7/19/2023
All-in-one workplace platform
Compensation Overview
$100,000 - $120,000Annually
Senior
San Francisco, CA, USA + 1 more
Required Skills
Zendesk
Salesforce
Requirements
- You have 5+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide and Explore, including API/App Integrations
- You have experience supporting cross-functional programs that relate to CX tooling & operations
- You can communicate vision, strategy, and statuses of projects to leaders and internal stakeholders
- Have a metrics mindset: You believe success is a measured outcome, and have built Zendesk Explore dashboards to very clearly tell a story with KPIs
- You have a proactive approach to tool management
- You can translate business requirements into technical deliverables
- You have an ability to synthesize recommendations based on strategic and operational discussions, and a deep understanding of the current state of the CX tech stack
- You have a proven ability to deal with ambiguity in a rapidly changing business environment
- You have an ability to root cause and solve complex user issues within Zendesk
- You have experience managing technical and administrative tasks without oversight
- You have experience writing documentation to keep internal materials up to date
- You have SaaS industry experience
Responsibilities
- Advocate for and proactively own recommendations for system processes and tooling improvements within CX
- Act as Notion's Zendesk administrator, including acting as the owner of Zendesk best practice recommendations
- Maintain up-to-date process documentation for Zendesk and other CX tools, including key decisions and major changes
- Partner with our global (AMER, EMEA, APAC) CX team to be the point of contact for Zendesk and other CX tools (Forethought, Assembled, etc.)
- Tell “the story” of our Zendesk instance and our broader CX tool stack, from a high level down to the detail, including the business drivers behind various routing/ automation decisions
- Partner with CX Leaders to drive tool-related business unit reporting and data visibility
- Support the Strategy & Operations lead to make strategic CX tool-related decisions
- Track and drive prioritized Zendesk configuration changes, including managing relationships and sub-projects
- Participate in strategic conversations to determine tool-related change impacts
- Identify, diagnose and resolve issues that arise with CX tooling systems
- Design, develop and implement new configurations and customizations for Zendesk including leveraging third party apps
Desired Qualifications
- Experience at a high-growth SaaS company
- Experience with Salesforce and Forethought
Notion's mission is to make toolmaking ubiquitous. The company operates an all-in-one productivity platform that enables users to create tools and collaborate easily.
Company Stage
Series C
Total Funding
$411.6M
Headquarters
San Francisco, California
Founded
2016
Growth & Insights
Headcount
6 month growth
↑ 2%1 year growth
↑ 9%2 year growth
↑ 98%Benefits
Medical, dental & vision insurance
PTO
Mental health & wellbeing package
Parental leave
Fertility coverage
Retirement matching
Commuter benefits
Monthly stipend
INACTIVE