Zendesk Architect / Administrator

Join us as a Zendesk Administrator to scale and optimise Qontos Zendesk ecosystem the platform used daily by operations teams across 8 European markets Youll strengthen governance improve architecture and ensure the system supports Qontos growth You will work closely with Head of Operations Enablement and Ops Tool Manager within a team of ~20 people focused on making operations scalable and efficient

What youll do

• 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 multiteam processes ensure the system keeps pace with Qontos growth
• Partner crossfunctionally: Work with Customer Care Onboarding Operations Engineering Product and Tech to deliver scalable support solutions
• Manage integrations and the Zendesk roadmap: Prioritise improvements manage thirdparty tool integrations and collaborate with Engineering to ensure longterm scalability and reliability
• Identify and drive improvements: Continuously find opportunities to improve processes user experience and operational efficiency within the Zendesk ecosystem

• What were looking for

  Strong Zendesk administration experience: Handson experience in a complex fastpaced environment Youve managed workflows automations and architecture at scale Zendesk certification is a plusGovernance and reliability mindset: You bring structure around security access management and operational standards You dont just configure you build systems that holdCrossfunctional collaboration: Comfortable working with both technical and nontechnical stakeholders You communicate clearly and adapt your message to different audiencesContinuous improvement drive: You proactively spot inefficiencies and fix them You manage multiple priorities without losing qualityLanguages: Fluent in English French is a plus

  What we can offer you

  A strategic platform at European scale: Zendesk is the backbone of Qontos operations across multiple markets What you build and optimise directly impacts how hundreds of agents serve 600000 customersBroad scope beyond Zendesk: Opportunities to contribute to wider operational tooling and enablement initiatives over time you wont be siloed in a single toolA multiskilled team: Youll work alongside other tooling managers Ops Engineers and enablement specialists people who understand the technical and operational sides equallyAutonomy with support: Leadership focused on letting you own your scope with collaboration and knowledge sharing as the default

  Your future managers

  You will work closely with Head of Operations Enablement and Ops Tooling Manager

  Maries path? 10 years in global operations customer experience and digital transformation COO amp; Chief Innovation Manager at Morning coworking for 5 years then Head of CX Ops at Swile for 3 years building international teams focused on process automation and customer experience improvements EDHEC Business School and Maastricht University graduateKarims path? 5 years at PayByPhone where he grew from Conseiller Clientèle to Responsable Support Utilisateurs Europe optimising Zendesk and integrating teams across Germany Italy Switzerland to Global Digital Support Manager Then Consultant amp; Zendesk Expert at Officers setting up and optimising Zendesk instances and handling migrations He joined Qonto in 2025 as Ops Tooling Manager Zendesk certified GuideSelfService Messaging MBA ESG in Customer Relationship ManagementWhat do they bring to the team? Marie brings deep operational excellence expertise with a peoplefirst executionoriented approach Karim brings handson Zendesk expertise built across multiple European markets hes set up optimised and migrated Zendesk instances at scale Together they foster autonomy initiative and continuous improvement At Qonto we understand that true diversity isnt just about ticking boxes on a hiring checklist Apply regardless of the boxes you tick who knows? You may have the missing piece of the puzzle weve been searching for all along By applying you agree that Qonto processes your personal data to assess your application Your data is kept for up to 2 years in our candidate pool Read our for full details On average our hiring process lasts 20 working days Moreinformationon our candidate journey

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