Salesforce - Zendesk Administrator

Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World's Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.

Most Talazens join us because they connect with our mission. If you are energized by the impact you can make, we’d love to hear from you!

We are seeking a skilled Customer Care Platform Specialist to manage and optimize our Zendesk platform while bringing broader CX platform expertise (Salesforce, Intercom, Freshdesk, etc.). This role is crucial for ensuring our customer care team operates efficiently and effectively, providing exceptional support to our customers across Mexico, Kenya, the Philippines, and India.

The ideal candidate will have a strong technical background, deep experience with at least one leading CX platform, a passion for problem-solving, and a commitment to delivering outstanding customer experiences.

What You’ll Do

• Platform Management: Administer and maintain Zendesk, including user management, ticket routing, automation, and integrations.
• System Optimization: Identify opportunities to improve Zendesk workflows and processes. Implement best practices to enhance efficiency and effectiveness. Design and deploy workflows, macros, triggers, deflection strategies, and automation rules that reduce friction and increase efficiency.
• Reporting and Analytics: Build and analyze dashboards to monitor CSAT, reopen rate, automation deflection, First reply time, full resolution time, and other KPIs. Tools may include Zendesk Explore, Snowflake, or Looker. Work with partner teams like Analytics Engineering to develop automated reporting.
• Configuration and Customization: Configure CX platforms to meet evolving needs, including AI/ML chatbot integrations (i.e. Forethought and Zendesk AI).
• AI Plugin Management: Build and optimize automations using third-party AI agent tools that integrate seamlessly into Zendesk. Continuously review AI-generated insights and collaborate with Product to leverage APIs for automating user actions.
• Integration Support: Partner with Product, Engineering, and IT to connect Zendesk and other tools to CRM, guiding proper implementation for optimal workflows and data integrity.
• Training and Support: Provide training and support to customer care agents on CX platform functionality and best practices.
• Troubleshooting: Identify and resolve technical issues within the Zendesk platform promptly.
• Stay Updated: Keep abreast of Zendesk updates and new features, recommending and implementing improvements as needed.
• Collaboration: Partner with Product, Engineering, and CX Leads across markets to drive impact.

What You’ll Need

• 5+ years of experience administering a leading CX platform (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, etc.)
• Deep knowledge of ticketing workflows, automation rules, macros, triggers, and omnichannel support.In-depth knowledge of Zendesk features, functionalities, and best practices.
• Experience designing automation & AI-driven deflection strategies (chatbots).
• Strong technical skills, including experience with Zendesk APIs and integrations.
• Proficiency in data analysis and reporting, with the ability to generate insights from Zendesk data.
• Excellent problem-solving and troubleshooting skills.
• Excellent written and verbal communication skills, with the ability to deliver clear and concise training.
• Ability to push through ambiguity to interpret and analyze trends with minimal guidance.
• Strong project management skills and the ability to prioritize in a fast-paced environment.
• Experience working with global teams and a passion for supporting underserved communities in Mexico, Philippines, Kenya, and India.

Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.