Automation Engineer - Customer

Automation Engineer – Customer

Department: Customer Success

Employment Type: Full Time

Location: Zinc – London

Compensation: £45,000 – £55,000 / year

Description

The role of an Automation Engineer at Zinc is all about streamlining workflows, reducing manual processes, and maximising efficiency within the Customer Team to enhance both customer and team experience.

Sitting within the Customer Success team, you’ll take ownership of automating key processes, integrating tools, and optimising workflows. You’ll work closely with various teams: Customer Support, Account Management, and Operations to identify inefficiencies and implement automation solutions that increase team output and improve customer self-service.

If you thrive on problem-solving, love working with APIs and automation tools, and have a consultative, process-driven mindset, this role is made for you!

Key Responsibilities

1. Identify and Optimise Workflows: Observe Customer Team processes to pinpoint inefficiencies, map out workflows, and design automation solutions that reduce manual workload, improve accuracy, and enhance overall team performance.
2. Automate Key Customer Operations: Implement automation tools (Zapier, Zendesk, HubSpot) to eliminate repetitive tasks, allowing the team to focus on high-value interactions and scale more effectively.
3. Integrate External Systems into One Seamless Experience: Work with external APIs to integrate key platforms (iCover, Zinc’s backend, uCheck, Auth0) into Zendesk, ensuring seamless data flow between tools and reducing the need for manual updates.
4. Leverage AI and Automation Tools: Collaborate with our customer team to optimise AI-powered tools (e.g., our chatbot Fred), ensuring they pull the right data and provide accurate, automated responses to customer inquiries.
5. Drive Self-Service Efficiency: Reduce customer support inquiries by improving self-service solutions through automation, allowing customers to find answers faster without human intervention.
6. Monitor, Analyse & Improve Automation Performance: Track automation success rates, identify inefficiencies, and continuously refine processes to maximise impact and efficiency within the CS team.

Skills, Knowledge and Expertise

Hard Skills:

1. Zendesk Specialist: Expertise in optimising Zendesk workflows, automation, and app integrations.
2. Zapier & HubSpot Experience: Strong ability to automate processes to improve efficiency.
3. API Integration: Experience working with external APIs to connect and automate software platforms.
4. Process Management & Journey Mapping: Previous knowledge of process mapping and optimisation for scalable, streamlined operations.
5. Basic Programming Knowledge: Comfortable reading API documentation and using programming languages like Python.

Soft Skills:

1. Collaborative: Able to work cross-functionally with teams like CS, Ops, and Product to align automation with business needs.
2. Consultative & Communicative: Able to translate technical processes into clear, actionable insights for non-technical stakeholders.
3. Problem-Solver: A solution-oriented mindset, proactively identifying bottlenecks and designing smart automation solutions.
4. Autonomous & Process-Driven: A self-starter who thrives on optimising workflows and driving efficiency at scale.

What we offer

Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring.

• 24 days holiday + Bank Holidays + your birthday off
• £1200 annual benefits allowance (ThanksBen , from month 2)
• Early finish Fridays (16:00)
• Yearly company retreat to Serbia
• Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
• Statutory pension with NEST (3% employer, 5% employee)
• Zinc shares, issued through the EMI Scheme
• Unlimited access to MoreHappi coaching
• 30 days work from anywhere
• Company socials, quarterly team socials, Free Monday lunches
• Nursery workplace benefit scheme (Yellownest)
• Option to lease an electric car through Electric Car Scheme
• Celebrated Zinc anniversaries

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