Zendesk Architect / Administrator
Join us as a Zendesk Administrator to scale and optimise Qonto's Zendesk ecosystem — the platform used daily by operations teams across 8 European markets. You'll strengthen governance, improve architecture, and ensure the system supports Qonto's growth. You will work closely with Marie, Head of Operations Enablement, and Karim, Ops Tool Manager, within a team of ~20 people focused on making operations scalable and efficient.
➡️ What you'll do
- Strengthen Zendesk governance: Improve access management, configuration standards, and operational best practices across the platform.
- Optimise and scale the architecture: Workflows, automations, triggers, ticket routing, SLAs, and multi-team processes — ensure the system keeps pace with Qonto's growth.
- Partner cross-functionally: Work with Customer Care, Onboarding, Operations Engineering, Product, and Tech to deliver scalable support solutions.
- Manage integrations and the Zendesk roadmap: Prioritise improvements, manage third-party tool integrations, and collaborate with Engineering to ensure long-term scalability and reliability.
- Identify and drive improvements: Continuously find opportunities to improve processes, user experience, and operational efficiency within the Zendesk ecosystem.
➡️ What we're looking for
- Strong Zendesk administration experience: Hands-on experience in a complex, fast-paced environment. You've managed workflows, automations, and architecture at scale. Zendesk certification is a plus.
- Governance and reliability mindset: You bring structure around security, access management, and operational standards. You don't just configure — you build systems that hold.
- Cross-functional collaboration: Comfortable working with both technical and non-technical stakeholders. You communicate clearly and adapt your message to different audiences.
- Continuous improvement drive: You proactively spot inefficiencies and fix them. You manage multiple priorities without losing quality.
- Languages: Fluent in English. French is a plus.
➡️ What we can offer you
- A strategic platform at European scale: Zendesk is the backbone of Qonto's operations across multiple markets. What you build and optimise directly impacts how hundreds of agents serve 600,000+ customers.
- Broad scope beyond Zendesk: Opportunities to contribute to wider operational tooling and enablement initiatives over time — you won't be siloed in a single tool.
- A multi-skilled team: You'll work alongside other tooling managers, Ops Engineers, and enablement specialists — people who understand the technical and operational sides equally.
- Autonomy with support: Leadership focused on letting you own your scope, with collaboration and knowledge sharing as the default.
➡️ Your future managers
You will work closely with Marie, Head of Operations Enablement, and Karim, Ops Tooling Manager.
- Marie's path? 10+ years in global operations, customer experience, and digital transformation. COO & Chief Innovation Manager at Morning (coworking) for 5+ years, then Head of CX Ops at Swile for 3+ years — building international teams focused on process automation and customer experience improvements. EDHEC Business School and Maastricht University graduate.
- Karim's path? 5+ years at PayByPhone where he grew from Conseiller Clientèle to Responsable Support Utilisateurs Europe (optimising Zendesk and integrating teams across Germany, Italy, Switzerland) to Global Digital Support Manager. Then Consultant & Zendesk Expert at Officers, setting up and optimising Zendesk instances and handling migrations. He joined Qonto in 2025 as Ops Tooling Manager. Zendesk certified (Guide/Self-Service, Messaging). MBA ESG in Customer Relationship Management.
- What do they bring to the team? Marie brings deep operational excellence expertise with a people-first, execution-oriented approach. Karim brings hands-on Zendesk expertise built across multiple European markets — he's set up, optimised, and migrated Zendesk instances at scale. Together they foster autonomy, initiative, and continuous improvement.
