Manager, Zendesk Administration

Toronto or Remote (Canada)

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Wealthsimple

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Wealthsimple is on a mission to help everyone achieve financial freedom, no matter who they are or how much they have. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. We're the company behind some of Canada's leading digital financial products, and are growing faster than ever.
Our team is reimagining what it means to manage your money. Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas — not ego. We're looking for talented people who love a fast-paced environment, and want to ship often and make an impact with groundbreaking ideas.
We’re a remote-first team and output is more important than face time, so where you choose to work is up to you — as long as you have internet access, you can work from anywhere in Canada. Be a part of our Canadian success story and help shape the financial future of millions — join us! Read our Culture Manual and learn more about how we work.
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.
Here at Wealthsimple, Zendesk is our main ticketing systems and system of record. As the Client Experience Operations Manager for Zendesk Administration, you will be responsible for the supervision, process design, integration and ongoing management of the Client Experience’s Zendesk environment.
The role requires a self-motivated individual who has a strong passion for improving client experience and a drive for efficiency and process improvement.

What you'll be responsible for:

  • Serve as the owner of Client Experience’s Zendesk at Wealthsimple and work cross-functionally with other internal teams using their own Zendesk instance.
  • Operate as the owner of the relationship with Zendesk’s team
  • Coordinate with cross-functional stakeholders to gather feedbacks, identify improvements and understand business processes in order to reflect them in Zendesk
  • Define and optimize best practices based on the team’s needs
  • Maintain, optimize and create workflows, functions and configurations within Zendesk according to best practices
  • Stay on top of Zendesk product roadmap to make sure we use the system to the best of its abilities
  • Own the escalation process for any technical support matter related to the Zendesk platform
  • Support our enablement team in building/updating users training content 

What we're looking for:

  • System Experience - Hands-on experience with Zendesk platform, with strong understanding of Zendesk best practices and functionalities
  • Client Success / Operations Experience - Experience in client experience or operations experience helping to drive strategic projects, support backend processes and drive efficiency considered an asset
  • Data and Analytics - Strong analytical and problem-solving skills with superior attention to detail. Experience using SQL is a strong asset.
  • Action orientation - A clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
  • Prioritization & problem-solving - Knows how to break down complex problems and identify root causes. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority
  • Passion for clients - Is incredibly passionate about our clients and our products
  • Collaboration - Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders 
Job region(s): North America
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