Zendesk Administrator

Join us as a Zendesk Administrator to scale and optimise Qonto's Zendesk ecosystem—the platform used daily by operations teams across 8 European markets. You'll strengthen governance, improve architecture, and ensure the system supports Qonto's growth. You will work closely with Marie, Head of Operations Enablement, and Karim, Ops Tooling Manager, within a team of approximately 20 people focused on making operations scalable and efficient.

We hire for skills and potential. With more than 80 nationalities represented and 45% women in the workforce—of whom 56% hold leadership positions—we are committed to an inclusive, discrimination‑free hiring process.

• Strengthen Zendesk governance: Improve access management, configuration standards, and operational best practices across the platform.
• Optimise and scale the architecture: Workflows, automations, triggers, ticket routing, SLAs, and multi‑team processes—ensure the system keeps pace with Qonto's growth.
• Partner cross‑functionally: Work with Customer Care, Onboarding, Operations Engineering, Product, and Tech to deliver scalable support solutions.
• Manage integrations and the Zendesk roadmap: Prioritise improvements, manage third‑party tool integrations, and collaborate with Engineering to ensure long‑term scalability and reliability.
• Identify and drive improvements: Continuously find opportunities to improve processes, user experience, and operational efficiency within the Zendesk ecosystem.

• Strong Zendesk administration experience: Hands‑on experience in a complex, fast‑paced environment. Managed workflows, automations, and architecture desk certification is a plus.
• Governance and reliability mindset: Emphasise security, access management, and operational standards. Build systems that hold.
• Cross‑functional collaboration: Comfortable working with both technical and non‑technical stakeholders. Communicate clearly and adapt the message to different audiences.
• Continuous improvement drive: Proactively spot inefficiencies and fix them. Manage multiple priorities without losing quality.
• Languages: Fluent in English. French is a plus.

• A strategic platform at European scale: Zendesk is the backbone of Qonto's operations across multiple markets. What you build and optimise directly impacts how hundreds of agents serve 600,000+ customers.
• Broad scope beyond Zendesk: Opportunities to contribute to wider operational tooling and enablement initiatives over time—won't be siloed in a single tool.
• A multi‑skilled team: Work alongside other tooling managers, Ops Engineers, and enablement specialists—people who understand both technical and operational sides equally.
• Autonomy with support: Leadership focuses on letting you own your scope, with collaboration and knowledge sharing as the default.

Marie has 10+ years in global operations, customer experience, and digital transformation. She has led international teams focused on process automation and customer experience improvements. She brings deep operational excellence with a people‑first, execution‑oriented approach.

Karim has 5+ years of experience optimizing Zendesk across European markets, from client support to regional management. He is a Zendesk certified expert and brings hands‑on expertise building, migrating, and scaling Zendesk instances.