Zendesk Specialist

About Uphold

The Web3 economy will redefine how financial value is managed and exchanged - with much of this activity shifting towards blockchain networks and digital assets.

Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets, serving as a Regulated Gateway to the Web3 economy.

With integrations with 27 blockchain networks and a robust trading engine connected to 30 underlying venues, the Uphold platform enables users to trade ‘Anything-to-Anything’ with competitive pricing and deep liquidity. 

To date, Uphold has facilitated over 120 million transactions worth $40 billion, serving 10 million customers across 150+ countries.

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

The opportunity: 

As the Zendesk Specialist, you will play a hands-on role in managing, optimizing, and evolving our Zendesk environment to ensure exceptional customer support delivery. A strong knowledge of automated workflows is essential.
Working cross-functionally with Customer Service, Support Operations, and Engineering, you will configure workflows, integrate systems, and deliver actionable insights through reporting. Your ability to think and react tactically to spontaneous market conditions will be vital, as will your expertise in driving automation and implementing best practices to enhance agent efficiency.
The team will rely on your proactive approach to system performance monitoring, permission management, and identifying opportunities for continuous improvement, ensuring our Zendesk platform remains aligned with evolving business priorities.

Primary responsibilities:

• Integration and Automation: Set up and maintain integrations between Zendesk and other business tools (e.g., Zendesk API, Chatbots, CRM, website and social media plugins) to enable seamless data flow across systems.


• System Configuration and Administration: Customize and configure Zendesk to meet business needs, including automated ticket workflows, macros, triggers, automations, and system integrations.


• AI Integration: Collaborate across teams to implement AI-powered solutions that enhance self-service support, reduce response times, and improve customer satisfaction.


• Role and Permission Management: Manage user access, oversee roles, and enforce permission policies to ensure system security and operational efficiency.


• End-User Support: Provide ongoing support to agents and administrators, troubleshoot issues, implement customizations, and ensure best practices are followed.


• Process Improvement: Continuously evaluate the Zendesk environment to identify areas for optimization, implementing new workflows and automations to streamline operations.

Required qualifications:

• 3-5 years of experience as a Zendesk Administrator with hands-on expertise in system configuration, workflows, automations, and integrations.
  


• In-depth knowledge of Zendesk administration, including advanced customization and optimization features.
  


• Experience with system integrations, APIs, and managing seamless data flows across platforms.
  


• Proven ability to manage roles, permissions, and user access within a complex organizational structure.
  


• Strong understanding of customer support operations, metrics, and key performance indicators (KPIs).
  


• Data analysis skills to monitor system performance and identify areas for improvement.
  


• Ability to implement and enforce data quality rules and documentation best practices.
  

What we offer:

• Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
  


• Competitive Compensation: Stock options, performance bonuses, and comprehensive benefits on top of a competitive salary.
  


• Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.
  


• Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.
  


• Development Opportunities: Access training and mentorship programs.
  


• Flexibility: Enjoy options to work from home, other locations, or adjust your hours.
  


• Inclusive Environment: Value and respect diverse perspectives.

Benefits: 

• Annual bonus program based on individual, team and company performance.
  


• Home office stipend for a productive setup.
  


• Generous PTO, healthcare, and employee assistance programs.
  


• Engaging events and celebrations.
  


• Well-stocked office kitchen with a foodie culture.
  

Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!

Visit our careers page for more exciting opportunities, if this role isn’t the perfect fit.

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.