Zendesk Administrator Location: Hybrid in New York City (3 day in-office requirement)
Qualifications: Zendesk expertise: 4+ years administering Zendesk (Enterprise-level experience preferred), including hands-on work with triggers, automations, SLAs, Omnichannel routing, and AI. Technical skills: Familiarity with Zendesk developer documentation; ability to implement or contribute to custom app development using CSS, HTML, Webhooks, and APIs. Help center theming: Experience updating and maintaining help center themes to create a user-friendly and on-brand self-service experience. Analytical & problem-solving mindset: Detail-oriented with strong analytical and troubleshooting capabilities, including a solid grasp of complex routing rules and reporting. Cross-functional collaboration: Proven success partnering with multiple teams (CX, Risk, Payment Operations, Engineering) to design and deliver scalable technical solutions. Communication & leadership: Excellent verbal and written communication, with the ability to lead projects and document processes that enable quick onboarding and training. Passion for small business: Genuine enthusiasm for Melio's mission and working to improve the experience of small business customers. Certification & advantage: Zendesk Administrator Expert certification strongly preferred; experience in additional CX tools or agile project management is a plus. A day in the life and how you'll make an impact: Partner with internal teams: Collaborate with end users across CX, Risk, and Payment Operations, along with Product and Engineering, to understand requirements, resolve system issues, and drive process improvements. Manage and optimize Omnichannel: Configure and maintain Zendesk's Omnichannel routing and AI features to ensure efficient ticket distribution and automated responses. Enhance self-service: Update and maintain help center themes, improve self-service flows using Zendesk Guide features, and reduce overall ticket volume while boosting customer satisfaction. Documentation and enablement: Develop and maintain procedural documentation, troubleshooting guides, and self-service resources for internal stakeholders. System administration: Own day-to-day administration, including user roles and permissions, security, triggers, macros, dashboards, and workflows across multiple channels. Third-party technologies and custom development: Evaluate, implement, and maintain relevant apps or integrations and collaborate on custom app development (using APIs, CSS, HTML, Webhooks, Zapier, Postman) when needed. Drive key initiatives: Identify opportunities for process improvements, lead end-to-end implementations, and ensure successful change management and adoption across teams. About Melio USA: Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. The annual base salary range for this position is $95,000 - $105,000. Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA. 401K matching and stock options: Feel the investment of working at a hyper-growth startup. Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well! Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.
Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you're here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.