Zendesk Systems Architect and Administrator
About Faire
Faire is an online wholesale marketplace built on the belief that the future is local — there are over 2 million independent retailers in North America and Europe doing more than $2 trillion in revenue. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
We’re looking for a Zendesk Systems Administrator who will own strategy, design, and implementation of Faire’s Zendesk instance for our global customer-facing teams. You will ensure the Customer Experience teams are set up for success through efficient and effective use of multiple Zendesk products, including but not limited to: Support, Talk, Chat, Guide, Explore, Sunshine, etc. You’ll work closely with the Customer Experience leadership team to identify and improve upon areas of opportunity within our current workflows. You will also partner with our cross-functional teams to build integrations and workflows betweens our backend systems and our Support team interfaces. As Faire continues to globalize, you will work with our International CX, GTM and Product development teams to ensure we are localizing the customer experience within the Zendesk ecosystem. This role may sit in any one of our office locations, or remote.
What you'll do
- Manage and maintain our Zendesk instance, including but not limited to: Users, groups, views, triggers, automations, forms, ticket fields, etc.
- Build feature request and customer feedback processes and workflows within Zendesk to streamline the feedback loop between the Product and customer-facing teams
- Perform technical analysis, design, development, and implementation of ZD workflows to drive efficiency and effectiveness for our Customer Experience team
- Build integrations within the Zendesk ecosystem and Faire’s backend systems to help support a world-class Customer Experience org.
- Design and implement new communication channels, such as chat and phone support
- Build processes for our Knowledge Base configuration and management
- Drive and implement our localization strategy within Zendesk Support, Guide, Chat, etc.
- Build and maintain Zendesk Explore and Mode dashboards, and support the Customer Experience team in analysis of current trends, process and workflow improvements
Qualifications
- Bachelor’s degree, certification or equivalent experience
- 3+ years of Zendesk administration experience working with various Zendesk Products: Support, Guide, Talk, Chat, Explore and Sunshine
- SQL, CSS, HTML, or ability to learn quickly
- Familiar with relational databases and data integration tools
- Familiar with data mapping (source to target) for integrations
- Excellent analytical skills, combined with impeccable business judgment and ability to communicate and collaborate effectively.
- Strong project management, communication, prioritization and organizational skills
- Zendesk Support Admin certification
- IT or data systems certification
- Other CRM or database administration experience
- Experience localizing Zendesk Ecosystem: Guide, Dynamic content, etc
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.