Zendesk Specialist

LlamaPixel is a company specialized in providing strategic support for the iGaming industry. We deliver top-tier, 24/7 customer support to Spanish-speaking users across multiple countries in Latin America, within a dynamic, collaborative, and highly technological environment.

We are looking for a highly analytical and technically strong Zendesk Specialist to own and optimize our Customer Service system architecture. You will be responsible for ensuring Zendesk is scalable, automated, and data-driven, directly impacting SLA, FCR, CSAT, AHT, and operational efficiency across our BPO operations. To design, ensuring a robust system structure and high-performance operational content that enables efficient and consistent customer support.

About the Role

As a Zendesk Specialist at our company, you would be responsible for:

Zendesk Ownership & System Architecture (Primary Focus)

• Own the full configuration and administration of Zendesk (Support, Chat, Explore).
• Design and optimize automations, triggers, workflows, SLAs, custom fields, forms, views, routing logic, and data structure.
• Configure and maintain chatbot and AI tools to increase automation and reduce manual workload.
• Ensure clean tagging and field architecture to guarantee reliable reporting and scalability.
• Troubleshoot and resolve complex technical or workflow issues.
• Stay updated on new Zendesk features and proactively implement improvements.
• Continuously improve system performance to reduce AHT, backlog, reopens, and operational friction.
• Act as the main point of contact for internal Zendesk users, providing training and technical guidance.

Operational Content & Knowledge Structure (Secondary Focus)

• Develop and maintain operational scripts, macros, templates, and structured response guidelines within Zendesk.
• Manage and optimize the Help Center and knowledge base (Zendesk Guide / Confluence).
• Rewrite and refine customer-facing content to ensure clarity, consistency, and tone of voice alignment.
• Create or update procedures and guides based on operational protocols.

Qualifications & Skills

Mandatory

• Proven experience as a Zendesk Administrator or Advanced Analyst.
• Advanced knowledge of: Automations and triggers, custom fields and forms, SLA policies, workflow optimisation, Zendesk Explore reporting
• Experience configuring chatbot and AI tools.
• Strong analytical mindset with the ability to translate data into operational improvements.
• Fluent English (mandatory).
• Excellent written communication in Portuguese.
• Experience in high-volume Customer Service or Call Center environments.

Strong Advantage

• Experience in iGaming.

• Knowledge of Confluence, Jira, Google Workspace.

• Experience working with BPO operations.

• Background in instructional design or structured operational content.

If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and are ready to make a significant impact within a leading iGaming brand, this is the ideal opportunity for you.