Senior Zendesk Administrator

Flix is seeking a Senior Zendesk Administrator to join their team in Sofia, Bulgaria. This role is crucial for transforming customer service operations by implementing and managing the Zendesk platform.

As a Senior Zendesk Administrator, you will be responsible for the hands-on configuration of Zendesk, including workflows, routing, and channel setup, impacting hundreds of agents and millions of passengers daily. You will work within the business team, translating business requirements into functional Zendesk configurations and owning the production releases.

If you are passionate about technology and improving travel experiences, apply now to join our dynamic and growing team!

Company Overview

Flix is a global travel tech leader dedicated to providing sustainable and affordable travel options. Through brands like FlixBus and FlixTrain, Flix serves over 80 million travelers annually in more than 40 countries. They leverage a tech platform and user-friendly app to create tailored travel experiences, connecting passengers with local business partners and ensuring modern, safe fleets.

Flix is committed to decarbonizing its fleet and reshaping the mobility sector towards more sustainable travel modes. They foster an ownership culture, encouraging initiative, impact, and career growth.

Quick Details

• Salary Range: Not Specified
• Job Type: Full-time
• Experience: 5 Year+
• Qualifications: Professional Certifications

Key Responsibilities

• Build and maintain the core Zendesk setup across Support, Guide, Talk, and Messaging.
• Configure Voice, email, webform, messaging, and Help Center for each market, adapting global blueprints to market-specific rules.
• Translate migration plans into configuration for market waves, including testing, go-live support, and hypercare.
• Configure marketplace apps and webhooks, and define requirements for custom API integrations.
• Document all configuration and market-specific deviations to ensure knowledge transfer.

Requirements

• 5+ years of hands-on experience administering and configuring Zendesk on Enterprise plans.
• Proven experience managing Zendesk instances serving multiple brands, markets, or languages.
• Experience configuring at least two of: Zendesk Talk, Messaging with bot flows, or a multi-language Help Center.
• Understanding of how Zendesk integrates with other systems via REST APIs, webhooks, and JSON payloads.
• A hybrid profile thriving in a 70/30 technical-business role, comfortable gathering requirements and explaining technical decisions.
• Comfort with repetition, well-tested deployments, and managing go-lives and hypercare periods.

Benefits

• 12 free Flix vouchers + 12 discount vouchers for friends & family.
• Work from (M)Anywhere: Option to work from another location for up to 60 days per year.
• Hybrid work model offering flexibility to balance work and life.
• Wellbeing support including confidential 1:1 counselling and stress management resources.
• Learning & Development opportunities including language classes and expert-led sessions.
• Mentoring Program to connect with experienced colleagues and accelerate career growth.