Zendesk Operations Specialist

About the role

Fever, a tech platform for culture and live entertainment, is hiring a Zendesk Operations Specialist in Madrid. The role keeps the Zendesk instance running smoothly, designs routing and escalation flows, builds dashboards and supports QA and workforce management.

Key responsibilities

• Own Zendesk configuration: triggers, automations, SLAs, routing, macros, forms and permissions, keeping the instance clean and well documented.
• Design routing and escalation flows across email, messaging, live chat and voice so every request reaches the right person.
• Build and maintain Explore dashboards with clear, agreed KPIs, giving agents and leads self-serve performance views.
• Analyse ticket trends to spot root causes and improvement opportunities.
• Simplify agents' daily work through smarter workflows, automation and integrations, and train the team on tools.
• Support QA and workforce management with reliable tools, data and forecasting.
• Test new tools and AI features, measure their impact and track the return on investment.
• Act as the main contact with Zendesk and other vendors.
• Lead support enhancement projects from start to finish when needed, working with Product, Engineering and Data.

Required profile

• 3+ years of hands-on Zendesk administration, ideally in a multi-brand setup.
• Proven experience managing projects end to end, from scoping to rollout and measurement.
• Background in support or customer experience operations.
• Analytical, tech-curious and quick to learn new tools.
• Fluent English and Spanish.

Required skills

• Strong Zendesk Explore skills.
• Nice to have: Zendesk AI, QA or Workforce Management experience; Zendesk Admin or Explore certification.
• Nice to have: APIs, webhooks or automation tools (Make, Zapier), basic scripting, SQL or a BI tool, Airtable, Jira, Slack workflows or a CRM, and a B2B, marketplace or live-entertainment background.

What we offer

• Attractive compensation with room to grow.
• 40% discount on Fever events and experiences plus a free Candlelight voucher.
• Flexible remuneration with Cobee covering meals, transport, training and nursery support (tax-exempt).
• Payflow: access part of your salary in advance.
• Taxdown: help with tax optimization and filing.
• Private health and dental insurance with Cigna, fully covered by Fever, plus family coverage via flexible remuneration.
• Wellhub membership for gym and wellness access, fully covered up to the Silver plan.
• English and Spanish language lessons.
• Hybrid work setup with a central Madrid office.