Zendesk Support Engineer

TL;DR

Zendesk Support Engineer (CRM/Support): Managing and optimizing the Zendesk customer service platform across multiple business units with an accent on workflow automation, reporting, and system stability. Focus on building robust ticket workflows, analyzing operational data to improve fan experience, and ensuring compliance with data governance standards.

Location: Farringdon, London, United Kingdom

Company

hirify.global is the world’s leading live entertainment company, encompassing global leaders in ticketing, concert promotion, and music marketing.

What you will do

• Manage and maintain Zendesk configurations including triggers, automations, macros, and SLAs.
• Build and maintain reporting dashboards within Zendesk Explore to monitor platform performance.
• Analyze customer service trends to identify opportunities for process and workflow improvements.
• Support CRM governance, QA processes, and documentation for the customer service infrastructure.
• Train and support users on Zendesk functionality and CRM best practices.
• Assist with integrations between Zendesk and other business systems while ensuring compliance with GDPR and PCI standards.

Requirements

• Must be based in or able to work from Farringdon, London.
• Experience working with Zendesk or equivalent customer service platforms in an administration or support capacity.
• Strong understanding of Zendesk Support and Zendesk Explore.
• Familiarity with platform logic such as Liquid, HTML, or API workflows.
• Demonstrable ability to interpret data and identify trends.
• Ability to manage multiple priorities and stakeholders in a fast-paced environment.

Nice to have

• Zendesk Administrator certification.
• Experience with data visualization tools like Power BI, Tableau, or Looker Studio.
• Experience working with REST APIs.
• Understanding of customer data governance and information security.
• Background in entertainment, ticketing, or live events industries.

Culture & Benefits

• Inclusive and supportive work environment that encourages professional development.
• Opportunity to work across a diverse estate of global brands and venues.
• Commitment to work-life balance and personal aspirations.
• Collaborative team culture focused on excellence and inclusivity.