Client Engagement - Process Optimization Analyst

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The Process Optimization team partners with Client Engagement (CE) leadership to understand business needs and engineer solutions across CE systems and platforms. We own the technical backbone of CE operations - designing, building, and maintaining the workflows, automations, and integrations that power the client experience. Our work spans Zendesk administration, AI-driven automation, system integrations, and continuous improvement initiatives that directly impact resolution times, agent efficiency, and client satisfaction.

This is a technical role focused on Zendesk platform administration and CE systems optimization. The specialist will own the configuration, maintenance, and improvement of Zendesk workflows, business rules, and integrations. They will leverage AI tools and automation to drive efficiency, and act as the technical bridge between business requirements and system implementation. This is not a support agent role - it is a systems and process engineering position.

• Zendesk Administration & Configuration (Primary)

  • Own and manage the Zendesk admin panel: triggers, automations, macros, views, ticket forms, ticket fields, SLAs, schedules, and routing rules

  • Design and implement ticket routing logic, escalation paths, and assignment rules to optimize agent workload distribution and response times

  • Build and maintain Zendesk business rules that enforce workflow standards across channels (email, chat, messaging, web forms)

  • Configure and manage Zendesk Chat/Messaging workflows including chatbot flows, proactive messaging triggers, and conversation routing

  • Create and maintain custom ticket forms, conditional fields, and dynamic content to improve data capture quality and agent efficiency

  • Manage user roles, permissions, groups, organizations, and access controls within Zendesk

  • Monitor Zendesk system health: audit trigger/automation conflicts, identify redundancies, and clean up deprecated rules on a regular cadence

  • Implement and manage SLA policies, business hours, and escalation workflows to meet contractual and operational targets

  AI & Automation

  • Identify and implement AI and automation opportunities within Zendesk and adjacent CE tools (e.g., AI-assisted triage, auto-classification, intelligent routing, chatbot optimization, predictive analytics for case resolution)

  • Configure and optimize Zendesk AI features (e.g., intelligent triage, auto-tagging, suggested macros, generative AI for agents) where available

  • Design automation workflows that reduce manual agent effort - including auto-responses, conditional triggers, and multi-step process automations

  • Evaluate and recommend third-party AI/automation tools that integrate with Zendesk (e.g., Ada, Ultimate, Forethought, custom API integrations)

  Process Optimization & Stakeholder Support

  • Partner with CE leadership and stakeholders to translate business requirements into Zendesk configurations and workflow solutions

  • Analyze ticket data, workflow performance, and SLA compliance to identify bottlenecks and high-impact optimization opportunities

  • Coach and enable service teams on optimized workflows, new features, and system changes - driving adoption and reducing friction

  • Escalate requests outside of technical scope to relevant teams (engineering, product, vendor support)

  • Contribute to the CE technical roadmap, including evaluation of new Zendesk features, marketplace apps, and system migration planning

  • Provide regular updates on assigned tasks and OKR progress in team stand-ups

• Must-Have (Technical)

  • Hands-on Zendesk admin experience: proven ability to configure triggers, automations, macros, views, SLAs, ticket forms, routing rules, and user/group management at scale

  • Deep understanding of Zendesk ticket lifecycle, event model, and how triggers/automations interact and fire in sequence

  • Experience designing multi-channel support workflows (email, chat, messaging, web forms, social) within Zendesk or equivalent CS platform

  • Ability to troubleshoot workflow issues - diagnose trigger conflicts, automation failures, SLA miscalculations, and routing errors

  • Working knowledge of Zendesk Explore (or equivalent reporting tools) to pull data, build dashboards, and analyze workflow performance

  • Experience configuring chatbot flows and conversational workflows within Zendesk Messaging or similar platforms

  • Strong understanding of case management concepts: routing logic, escalation tiers, queue management, skill-based assignment, priority matrices

  Must-Have (Process & Soft Skills)

  • Demonstrated process optimization experience within client engagement or customer service operations

  • Ability to translate business requirements into technical configurations and explain technical constraints to non-technical stakeholders

  • Strong critical thinking and structured problem-solving (root cause analysis, impact assessment, solution design)

  • Customer-obsessed mindset - understands that every system change impacts the end-client experience

  • Collaborative and proactive communicator who can manage stakeholder expectations across CE leadership and frontline teams

• Zendesk Admin certification or equivalent platform certifications (Salesforce Service Cloud, Freshdesk, ServiceNow)

• Experience with Zendesk API and webhooks - ability to build custom integrations, push/pull data, and extend platform capabilities

• Coding/scripting skills: JavaScript, Python, or similar - for API calls, data manipulation, custom integrations, or building lightweight internal tools

• Experience with Zendesk Apps Framework (ZAF) or building custom Zendesk apps/sidebar extensions

• Familiarity with HTML/CSS/Liquid templating for customizing Zendesk Guide (help center), email templates, and dynamic content

• Experience with Salesforce Service Cloud administration (cases, flows, assignment rules, Omni-Channel) as a secondary platform

• Knowledge of Lean, Six Sigma, or other structured continuous improvement methodologies

• Exposure to RPA tools (UiPath, Automation Anywhere) or low-code platforms (Zapier, Make/Integromat, n8n) for cross-system automation

• Experience with AI/ML platforms in customer service context (conversational AI, NLP-based tools, generative AI for knowledge management)

• Background in fintech, crypto, or high-growth technology companies

• Experience with system migration or platform consolidation projects (e.g., migrating from one CS platform to another)

Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.

Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.

We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision.

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. 

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