Zendesk Solutions Architect

The role & impact

As the technical champion of our customer support platform, you will ensure our systems are optimised, scalable, and fully aligned with the needs of our teams and customers. You will act as a brand builder, helping small businesses thrive by maximising the value they get from our technology and empowering the community behind them.

By owning the day-to-day administration of Zendesk, you will design and implement efficient workflows and automate processes to enhance the self-service experience. Your work enables our teams to deliver fast, seamless, and delightful experiences, directly impacting how we supercharge small business potential.

You will partner closely with CX, Risk, Payment Operations, Product, and Engineering to understand requirements and drive scalable solutions. Our team values progress over perfection and works as a coordinated group, seeking diverse perspectives to create a positive impact across the organisation.

• Configuring and maintaining Omnichannel routing and AI features to ensure efficient ticket distribution and timely responses.
• Developing custom apps and integrations using a stack that includes CSS, HTML, Webhooks, APIs, Zapier, and Postman.
• Updating help centre themes to create an on-brand self-service experience for both Melio and our banking partners.
• Establishing robust data reporting and dashboards to provide actionable business insights and maintain system integrity.

At Xero, we support a hybrid working model that balances the flexibility of remote work with the connection of being in the office. You will have access to our modern office spaces and participate in boost days designed to bring our teams together for collaboration and community building.

• You bring a wealth of knowledge in platform administration, particularly in configuring triggers, automations, and complex workflows.
• A collaborative mindset is natural to you, and you have a history of successfully driving cross‑functional projects to completion.
• You possess the technical aptitude to manage APIs and custom views while troubleshooting complex system issues.
• Your ability to design processes and facilitate user adoption helps teams transition smoothly to new ways of working.
• You have an analytical eye for data management and can translate complex requirements into actionable reporting.
• Experience in a high‑growth environment means you are comfortable building systems from the ground up to support evolving business needs.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.