Taxfix

Senior Operations Tooling Manager

Taxfix

full-time

Posted on:

Origin:  • 🇩🇪 Germany

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Job Level

Senior

Tech Stack

JavaScriptPythonTableau

About the role

  • Administer and continuously improve our Zendesk platform across modules like Support, Guide, Chat, and Talk, ensuring it's aligned with operational needs and scalable growth.
  • Design, implement, and maintain automations, triggers, and workflows to enhance team productivity and drive consistent service quality.
  • Own the full operational tooling ecosystem—including knowledge management, QA, WFM, internal comms platforms and other customer-facing platforms — and ensure tools are integrated and governed effectively.
  • Collaborate with engineering and data teams to integrate systems via APIs and webhooks, enabling a connected ecosystem between Zendesk, our CRM, data warehouse, HRIS, and more.
  • Build reliable reporting pipelines, combining multiple data sources into a single source of truth to enable strategic decision-making.
  • Monitor and troubleshoot system issues, coordinate with vendors, and drive resolution to ensure system reliability.
  • Maintain comprehensive documentation for all systems, configurations, and admin processes to ensure continuity and knowledge sharing.
  • Lead and contribute to continuous improvement initiatives that enhance tool usage, processes, and customer experience.

Requirements

  • You bring at least 1–2 years of direct experience administering the Zendesk Support Suite in a dynamic, high-growth environment—ideally in fintech, SaaS, or a similar operations-heavy setting.
  • You have a strong grasp of workflow design in Zendesk (or similar tools), with a proven ability to create macros, triggers, automations, and custom configurations that solve real-world challenges. Demonstrated history of successfully owning or co-managing an ecosystem of operational tools and knowing how to evaluate and implement solutions with a long-term, scalable lens is a plus.
  • You’re comfortable writing and reading scripts using Python or JavaScript to work with APIs or automate processes, and you understand front-end basics (HTML/CSS/JS) to adjust Zendesk Guide or build lightweight tools.
  • You know your way around reporting—whether through Zendesk Explore or BI tools like Tableau, Power BI, or advanced Excel—and can merge different data sources into coherent, actionable insights.
  • You’re a natural collaborator, with the communication skills to align stakeholders from operations, engineering, and beyond, and the mindset of an internal consultant who empowers teams through tooling.
  • Bonus points if you hold Zendesk certifications or have managed other SaaS platforms like Salesforce, Jira, or QA tooling.