About the role
Key Responsibilities
- System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.
- System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.
- Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
- Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.
- Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
- Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.
- 2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.
- Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.
- Familiarity with customer service workflows, ticket lifecycle management, and operational processes.
- Experience managing user access, system configurations, workflow automation, and system maintenance activities.
- Experience extracting and analyzing system data for reporting and operational insights.
- Strong problem-solving skills with the ability to troubleshoot system and workflow issues.
Benefits
What we can offer you:
- Life Insurances
- Team Building
About the company
Zeal Group
Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe 🌎 Headquartered in London, UK, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus and our Global Customer Service Hub located in Kuala Lumpur, Malaysia 🚀 We are a product and people focused company who are passionate about growth, innovative technology, and collaboration 🙌🏼
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