Configure chatbot flows and conversational workflows
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Kraken is seeking a Process Optimization Analyst for their Client Engagement team, focused on optimizing Zendesk operations and automating workflows to enhance client satisfaction. This fully remote role requires hands-on experience with Zendesk administration and a strong understanding of process optimization in customer service environments.
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Job Summary
This role involves owning the technical backbone of Client Engagement operations by designing and maintaining workflows, automations, and integrations.
The specialist will leverage AI tools to drive efficiency in resolution times, agent productivity, and overall client satisfaction.
Kraken is a fully remote company with team members in over 70 countries, committed to accelerating global crypto adoption.
Matching Summary
Match Score: 75
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Kraken is seeking a Process Optimization Analyst for their Client Engagement team, focused on optimizing Zendesk operations and automating workflows to enhance client satisfaction. This fully remote role requires hands-on experience with Zendesk administration and a strong understanding of process optimization in customer service environments.
**
Salary
Not specified; Not specified; Not specified
Skills & Requirements
Must-have
Hands-on Zendesk admin experience
Design multi-channel support workflows
Configure chatbot flows and conversational workflows
Analyze ticket data and workflow performance
Troubleshoot trigger conflicts and automation failures
Nice-to-have
Experience with Zendesk API and webhooks
Coding skills in JavaScript or Python
Knowledge of Lean Six Sigma methodologies
Familiarity with RPA tools like UiPath
Background in fintech or crypto companies
Key Requirements
Proven ability to configure Zendesk at scale
Deep understanding of Zendesk ticket lifecycle
Strong critical thinking and structured problem-solving