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- Tasks: Own and evolve the Zendesk customer support platform for a fast-growing FinTech.
- Company: Join a dynamic FinTech scale-up with a focus on exceptional customer experiences.
- Benefits: Enjoy a competitive salary, bonus, share plan, generous holiday, and private medical.
- Why this job: Make a real impact by optimising customer support systems in a fully remote role.
- Qualifications: Experience as a Zendesk Administrator with strong analytical and collaborative skills.
- Other info: Work in a high-growth environment with opportunities for professional development.
The predicted salary is between 46800 - 49000 £ per year.
We’ve partnered with a fast-growing FinTech scale-up business who are looking for a Zendesk Solutions Architect to own and evolve their customer support platform. This is a high-impact role where you’ll act as the technical champion of Zendesk, ensuring it is scalable, optimised, and aligned with the needs of Customer Experience, Risk, Payment Operations, Product, and Engineering teams. If you thrive in high-growth environments and enjoy building systems that power exceptional customer experiences, this could be a strong fit.
You will take full ownership of the Zendesk environment, driving configuration, automation, reporting, and integrations to enable seamless, efficient support for small business customers. The role is fully remote within the UK. Sponsorship cannot be offered for this role.
Key Responsibilities- Own day-to-day Zendesk administration including roles, permissions, security, triggers, automations, macros, workflows, dashboards, and SLAs across multiple channels.
- Configure and optimise Omnichannel routing, AI features, and automation to ensure efficient ticket distribution and response times.
- Maintain data integrity and deliver accurate, actionable reporting to inform business decisions.
- Enhance and maintain Help Centre themes to deliver a user-friendly, on-brand self-service experience.
- Improve self-service journeys using Zendesk Guide features, reducing live chat demand while increasing customer satisfaction.
- Evaluate, implement, and manage third-party integrations and apps to improve CX workflows.
- Contribute to custom app development using CSS, HTML, APIs, Webhooks, Zapier, Postman, and related tools.
- Troubleshoot complex technical issues across all Zendesk channels.
- Lead end-to-end system and process initiatives, from design through implementation and change management.
- Produce clear documentation, training materials, and internal knowledge resources to drive adoption.
- Proven experience as a Zendesk Administrator, ideally within a high-growth startup or fintech.
- Strong understanding of platform capabilities including workflows, objects, formula fields, APIs, custom views, and integrations.
- Experience building or significantly scaling a Zendesk environment within a CX function.
- Demonstrated ability to design processes and drive user adoption.
- Experience integrating third-party tools and managing app ecosystems.
- Strong analytical mindset with excellent data management and reporting skills.
- Collaborative, delivery-focused approach with a track record of owning projects end-to-end.
Salary: Up to £70,000
Benefits: Bonus, 10% Share Plan, 25 Days Holiday, 8% Pension, Private Medical.
If this role sounds of interest, please apply and I can give you a call.
Zendesk Solution Architect employer: Premier IT
Contact Detail:
Premier IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Zendesk Solution Architect
✨Tip Number 1
Network like a pro! Reach out to your connections in the FinTech space or those who have experience with Zendesk. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal project that highlights your Zendesk expertise. This could be a mock-up of a customer support system or a case study on how you improved a previous setup.
✨Tip Number 3
Prepare for interviews by practising common Zendesk scenarios. Think about how you would tackle specific challenges related to configuration, automation, and integrations. We want you to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Zendesk Solution Architect
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Zendesk Solutions Architect role. Highlight your experience with Zendesk and any relevant projects you've worked on. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention your experience in high-growth environments, as that’s a big plus for us.
Showcase Your Technical Skills: Since this role involves a lot of technical work, don’t forget to showcase your skills with APIs, integrations, and data management. We love seeing specific examples of how you've used these skills in past roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at Premier IT
✨Know Your Zendesk Inside Out
Make sure you’re well-versed in all the features and functionalities of Zendesk. Brush up on your knowledge of workflows, automations, and integrations, as you’ll likely be asked to demonstrate your expertise during the interview.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific challenges you've faced in previous roles and how you tackled them using Zendesk. Highlight your analytical mindset and ability to troubleshoot complex issues, as this will resonate well with the hiring team.
✨Demonstrate Your Collaborative Spirit
This role requires working closely with various teams. Be ready to share examples of how you’ve successfully collaborated with different departments in the past, especially in a high-growth environment like a fintech startup.
✨Prepare Questions That Matter
Think about insightful questions to ask the interviewer that show your genuine interest in the role and the company. Inquire about their current challenges with Zendesk or how they envision the future of customer experience at their organisation.