🎯 Your mission
We are looking for a Technical Support Operations Specialist to join our Scalability Team within the Customer Care department. This role focuses on Zendesk administration and optimization, playing a crucial part in enhancing our Customer Care processes and technical operations. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for improving customer experience through technology.
👩🏽💻 What you’ll be doing
Internal Tools Management
- Administer and optimize our Zendesk instance, including user setup, profiles, roles, and customization of forms, fields, views, triggers, and other business rules like macros and dynamic contents
- Implement and support new system rollouts, maintenance, and upgrades for Zendesk and related customer care tools
- Develop and maintain automation workflows to improve efficiency and reduce manual tasks in our Customer Care processes
- Troubleshoot technical issues within the Customer Care ecosystem and provide timely resolutions
- Stay informed about Zendesk updates and new features, evaluating their potential impact on our customer care operations
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Assist in the development and maintenance of our Help Center, including content creation and HTML editing
Process Improvement
- Collaborate with other Customer Care teams and other teams in Playtomic to gather requirements and implement solutions that enhance our support capabilities while improving the customer experience
- Contribute to the continuous improvement of our Customer Care processes and practices
Documentation & Training:
- Create and maintain technical documentation for Customer Care systems and processes
- Generate reports to provide insights into team performance and customer service metrics
- Provide training and support for Zendesk users across the Customer Care organization
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Monitor system performance and security, implementing best practices for data integrity and reliability in our support infrastructure
👥 Who you’ll be playing with
You'll report to the Customer Care Scalability Manager and work closely with the Customer Care Team.
🦄 Our Ideal "Player"
- 2-4 years of experience in Zendesk administration
- Strong understanding of Zendesk best practices and functionality
- Experience with Zendesk APIs
- Experience with automation tools and workflow optimization in a customer care context
- Familiarity with HTML for Help Center maintenance and customization
- Strong analytical and problem-solving skills
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
- Detail-oriented with a focus on accuracy and quality of work
- Ability to manage multiple projects and priorities in a fast-paced Customer Care environment
- Proactive approach to identifying and implementing improvements in support processes
- Fluent English skills (both written and verbal) are required
- Experience working in fast-paced team environments
- Experience working in a customer-centric Saas or tech company
Extra Points:
- Based in Madrid or Barcelona
- Zendesk Administrator Certification
- Experience with Postman
- Knowledge of SQL for basic data querying
- Proficiency in JavaScript and/or Python for Customer Care tool customization and integration
🤝 What’s in it for you
- Salary: Depending on experience, to be discussed in the first meeting
- Budget for personal training
- 23 days of vacation + day off on your birthday + 2 days off for Wellness days in August.
- 1 additional day off per year worked.
- Remote work flexibility
- Wellhub membership
- Social benefits (63€ a month for health insurance, restaurant tickets), and flexible pre-tax spending on training, kindergarten, and commuting.
- Perks related to the Playtomic brand and sponsorship agreements.
- 7h days during the Summer (July-August) and Fridays
➡️ Our hiring process
Last, and for you to start warming up, we want to show you what our process looks like:
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People Interview - first contact to assess experience and culture fit.
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Technical Interview with the Customer Care Scalability Manager.
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Final Interview with the Global Head of Customer Care
About PLAYTOMIC 🎾
We're world’s largest racket sports App for players and clubs. Our goal is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing.
Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main world players in sports digitalization. You will find +150 co-workers around the world with headquarters in Spain and colleagues in Madrid, Italy, Portugal, Sweden, Finland, Belgium, UK, USA and Mexico.
👉🏼 Take a look at our candidate playbook!
