Client Engagement – Process Optimization Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take ownership of and oversee the Zendesk admin panel.

• Develop and execute ticket routing strategies.

• Create and uphold Zendesk business regulations.

• Keep track of the health of the Zendesk system.

• Spot and apply AI and automation enhancements within Zendesk.

• Collaborate with CE leadership and relevant stakeholders.

• Examine ticket data, assess workflow efficiency, and ensure SLA adherence.

• Contribute to the technical roadmap for CE.

⛳️ Requirements

• Direct experience as a Zendesk administrator.

• Demonstrated capability to set up triggers, automations, macros, views, SLAs, ticket forms, routing rules, and manage users/groups on a large scale.

• Profound knowledge of the Zendesk ticket lifecycle and event model.

• Background in designing support workflows across multiple channels.

• Skill in troubleshooting issues related to workflows.

• Familiarity with Zendesk Explore.

• Experience in configuring chatbot interactions and conversational workflows.

• Strong grasp of case management principles.

• Proven experience in process optimization within client engagement or customer service fields.

• Ability to convert business needs into technical setups.

🏝️ Benefits

• Kraken is a mission-driven organization grounded in crypto principles.

• Shaping the Future of Crypto.

• Competitive compensation package.

• Health benefits.

• Flexible work hours.

• Opportunities for professional growth.

• Options for remote work.