Workflow Solutions Specialist; Zendesk

Company Introduction

Airspace is a tech‑enabled freight forwarder redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California with a European headquarters in Amsterdam, the company employs people around the globe and leverages AI and machine learning to coordinate logistics across a network of drivers and airlines.

Our mission is to deliver mission‑critical parcels—ranging from transplant organs to critical machinery parts and semiconductors—in a faster, more transparent, secure, and accountable manner.

As the Workflow Solutions Specialist, you will bridge business vision and technical reality. You will own Zendesk while supporting Salesforce, and design solutions that go beyond native platform capabilities through configuration, custom API work, middleware automation, webhooks, or creative combinations of tools. You will report to the Sr. Manager of Business Systems & Operations and focus on Revenue, Operations, and Executive teams.

You have a proven ability to translate stakeholder visions into technical solutions, viewing platforms like Zendesk and Salesforce as flexible building blocks.

• Designed and implemented end‑to‑end workflows, documenting thoroughly.
• Built cross‑platform automations that eliminated manual steps.
• Created advanced Zendesk workflows—custom apps, dynamic forms, conditional automations, and API integrations.
• Used APIs and webhooks to connect systems not natively designed to work together.
• Consistently found ways to make possible what others deemed impossible.

• Workflow Solutions Architecture (Primary focus)
  • Partner with stakeholders across Revenue, Operations, and Executive teams to understand workflow visions and pain points.
  • Design and build end‑to‑end workflows that span multiple platforms (Salesforce, Zendesk, Slack, internal APIs, etc.).
  • Create custom automations using APIs, webhooks, and integration platforms when native functionality falls short.
  • Example projects:
    • Escalation workflow monitoring SLA breaches and auto‑escalating to appropriate teams.
    • Bidirectional sync between Salesforce accounts and Zendesk organizations to maintain real‑time data consistency.
• Zendesk Platform Ownership
  • Administer and optimize the Zendesk instance for support and operations teams.
  • Design sophisticated ticket routing, triggers, automations, and macros.
  • Build and maintain custom apps, integrations, and extensions.
  • Create and manage views, reports, and dashboards that drive operational decisions.
  • Manage user permissions, groups, and organizational structures.
• Salesforce Platform Ownership
  • Support Business Systems & Operations with new system architecture buildouts.
  • Build custom objects, fields, validation rules, and flows.
  • Create reports and dashboards for Revenue and Operations teams.
• Integration & Automation Excellence
  • Build and maintain API connections between business systems.
  • Write and troubleshoot webhook configurations.
  • Document technical implementations and integration architecture.
• Strategic Partnership & Continuous Improvement
  • Proactively identify inefficiencies in current workflows and propose solutions.
  • Stay ahead of business needs by understanding upcoming initiatives and preparing technical groundwork.
  • Collaborate with Management to develop best practices for system requests and implementation.

• 5+ years administering Zendesk, including advanced configuration.
• 2+ years responsible for a Salesforce instance.
• 7+ years total experience in business systems administration.
• Strong hands‑on experience with APIs and integrations.
• Proven ability to architect multi‑platform workflow solutions.
• Creative problem‑solving mindset—always looking for ways to say "yes".
• Expert level of report building (Salesforce, Looker, etc.).
• Demonstrated ability to balance high‑priority strategic initiatives with operational execution.
• Strong communication skills to translate technical concepts for non‑technical stakeholders.
• Experience with integration/automation platforms (Make, Zapier, Workato, or similar) strongly preferred.
• Desire to learn and advance your career.
• Humble, team‑oriented contributor.
• Salesforce Administrator Certificate…