Zendesk Administrator & Operations Specialist

Description

Rakuten Viber is one of the most popular and downloaded apps in the world. Working with us provides a unique opportunity to influence hundreds of millions of our users and to be part of the journey that makes us a super-app. Our mission is to make people’s lives easier by enabling meaningful connections, from precious moments with family and friends, through managing business relationships to pursuing their passions.

We’re looking for a hands-on Zendesk specialist to own and optimize our support operations. You’ll manage Zendesk end-to-end; workflows, triggers, routing, macros, and reporting - while leading technical projects and turning business needs into clear, actionable solutions. The role includes configuring integrations using APIs/webhooks, collaborating closely with Product, Engineering, DevOps, and Support, and keeping documentation and communication sharp. You should be technically minded, able to understand code, familiar with SQL and REST APIs, and experienced in deep Zendesk configuration. Strong English is required; Russian and experience in B2C or Support Operations are a plus.  

Responsibilities

• Administer and optimize Zendesk (workflows, triggers, routing, macros, reporting).
• Lead and support projects end-to-end.
• Translate business needs into technical requirements and actionable solutions.
• Configure integrations using APIs, webhooks, and automation tools.
• Design and build Zendesk automations (triggers, workflows, AI Agent flows) that cut down agents' manual ticket handling.
• Bring hands-on AI Agent expertise and help lead the development of our conversational AI strategy together with Support leadership.
• Work cross-functionally with Product, Engineering, DevOps, and Support on operational improvements.
• Maintain documentation, timelines, and clear communication with stakeholders.
• Provide training and post-implementation support as needed.

Requirements

• Strong technical mindset with ability to read/understand code.
• Basic SQL knowledge.
• Experience working with REST APIs.
• Hands-on, extensive experience with Zendesk and its configuration.
• Excellent communication skills; must be fluent in English.
• Russian - an advantage.
• Ability to manage multiple projects simultaneously and collaborate across teams.
• Experience in B2C, Support Operations, or Professional Services - a plus.