Rakuten Viber is one of the most popular and downloaded apps in the world. Working with us provides a unique opportunity to influence hundreds of millions of our users and to be part of the journey that makes us a super-app. Our mission is to make people’s lives easier by enabling meaningful connections, from precious moments with family and friends, through managing business relationships to pursuing their passions.
We’re looking for a hands-on Zendesk specialist to own and optimize our support operations. You’ll manage Zendesk end-to-end; workflows, triggers, routing, macros, and reporting - while leading technical projects and turning business needs into clear, actionable solutions. The role includes configuring integrations using APIs/webhooks, collaborating closely with Product, Engineering, DevOps, and Support, and keeping documentation and communication sharp. You should be technically minded, able to understand code, familiar with SQL and REST APIs, and experienced in deep Zendesk configuration. Strong English is required; Russian and experience in B2C or Support Operations are a plus.
Responsibilities- Administer and optimize Zendesk (workflows, triggers, routing, macros, reporting).
- Lead and support projects end-to-end.
- Translate business needs into technical requirements and actionable solutions.
- Configure integrations using APIs, webhooks, and automation tools.
- Design and build Zendesk automations (triggers, workflows, AI Agent flows) that cut down agents' manual ticket handling.
- Bring hands-on AI Agent expertise and help lead the development of our conversational AI strategy together with Support leadership.
- Work cross-functionally with Product, Engineering, DevOps, and Support on operational improvements.
- Maintain documentation, timelines, and clear communication with stakeholders.
- Provide training and post-implementation support as needed.
- Strong technical mindset with ability to read/understand code.
- Basic SQL knowledge.
- Experience working with REST APIs.
- Hands-on, extensive experience with Zendesk and its configuration.
- Excellent communication skills; must be fluent in English.
- Russian - an advantage.
- Ability to manage multiple projects simultaneously and collaborate across teams.
- Experience in B2C, Support Operations, or Professional Services - a plus.
Skills Required
- Strong technical mindset with ability to read and understand code
- Basic SQL knowledge
- Experience working with REST APIs
- Hands-on, extensive experience with Zendesk and its configuration
- Fluent English and excellent communication skills
- Ability to manage multiple projects simultaneously and collaborate across teams
- Russian language proficiency
- Experience in B2C, Support Operations, or Professional Services
What We Do
At Rakuten Viber, we connect people. No matter who they are, or where they are from. Our global user base has access to a range of features like one-on-one chats, video calls, group messaging, and updates and discussions with their favorite brands and celebrities. We ensure our users have a secure and free environment to share their emotions. Rakuten Viber is part of Rakuten Inc., a world leader in e-commerce and financial services. It is the official instant messaging and calling app partner of the NBA’s Golden State Warriors. Join Rakuten Viber today and enjoy the world’s best communication experience.
