At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
At Flix, Customer Service actively transforms how we provide a service to our passengers while adopting frontier technologies. ZenDesk is one of the systems to be implemented after the pilot and you will own this. As a Zendesk Manager / Developer of Solutions for Migrations into Zendesk , you are the person who does the actual configuration work: you build the workflows, routing, and channel setup that hundreds of agents and millions of passengers will use every day.
You sit inside the business team. You take business requirements from market and process owners, turn them into working Zendesk configuration yourself. You own what is shipped in production. You are comfortable being the most hands-on Zendesk person in the room.
About the Role
- Platform configuration: build and maintain the core Zendesk setup across Support, Guide, Talk, and Messaging: ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles and permissions. You work in a sandbox-to-production model and keep the instance clean as it grows; config sprawl across 30 markets is a real risk and part of your job is preventing it.
- Channel setup: configure Voice (Zendesk Talk on Amazon Connect, including IVR and contact flows), email, webform, messaging, and Help Center for each market, in the local language, working from the global blueprint and adapting it where market-specific rules genuinely require it.
- Rollout delivery: for each market wave, translate the migration plan into configuration - replicate the blueprint, apply market specifics, run test cycles with local teams, support go-live and hypercare, and hand over to steady-state operations.
- Integrations: configure marketplace apps and webhooks yourself; for custom API integrations into Flix backend systems and AI-driven contact channels (chatbot, voicebot), you define the requirements and test the result while the engineering teams build and own the integration itself.
- Collaboration: work daily with business SMEs who own rules and processes, the training lead who prepares agents for each go-live, IT engineering who owns integrations and security, and the project lead who owns the rollout plan.
- Documentation: document all configuration and market-specific deviations to Centre of Excellence standards, so nothing you build depends on you being in the room.
About You
- Zendesk experience: 5+ years hands-on administering and configuring Zendesk in production (we care about proven delivery), on Enterprise plans: triggers, automations, macros, SLA policies, ticket forms, custom fields and objects, and omnichannel routing. You understand trigger firing order, know how to prevent loops, and can explain w