ZenDesk Administrator

As a Zendesk Administrator II at GoFundMe, you'll be responsible for coordinating with the Operations Strategy team to implement change requests, maintaining a deep understanding of Zendesk products, and creating essential resources like SOPs. Your role also involves analyzing data for senior management, ensuring efficient customer experiences through strategic improvements.

To apply for the Zendesk Administrator II position at GoFundMe, candidates should have 2-4 years of relevant experience, a degree or certification in business or related fields, and a C1 fluency in English. Prior Zendesk administration experience is preferred, along with strong communication skills and a proactive approach to problem-solving.

The work environment for a Zendesk Administrator II at GoFundMe is dynamic and collaborative. You will be part of a supportive team committed to making a positive impact globally. We value hard work and celebrate successes, ensuring that you feel empowered and engaged as you contribute to our mission.

Successful candidates for the Zendesk Administrator II role at GoFundMe are detail-oriented, resilient, and possess strong analytical and communication skills. A collaborative mindset coupled with the ability to adapt to changing priorities will enable you to thrive as you support our operational teams and customer needs.

As a Zendesk Administrator II at GoFundMe, your contributions are crucial in enhancing customer experiences. By effectively managing our Zendesk platform, you'll help streamline operations and drive efficiencies that allow our users to focus on supporting causes and helping one another—a core aspect of our mission.

In discussing your experience with Zendesk administration, highlight your previous roles where you maintained and customized a Zendesk instance. Share specific examples of challenges you faced and how you overcame them, focusing on your impact on team efficiency and user satisfaction.

When prioritizing requests, it's important to assess the urgency and impact of each request. Discuss your approach to triaging requests, and mention factors like deadlines, stakeholder needs, and project goals, ensuring an efficient workflow while keeping teams informed.

Explain your process for analyzing data, including the tools you've used. Reference specific instances where your insights led to strategic decisions that improved processes or outcomes. Use metrics to illustrate the effectiveness of your analyses.

Share a specific situation where project requirements shifted unexpectedly. Focus on your problem-solving approach, how you communicated with your team, and what measures you took to realign your priorities effectively while ensuring project continuity.

Discuss strategies like thorough testing, regular reviews with peers, and utilizing checklists. Provide examples of how these practices have helped you maintain high standards in previous roles, emphasizing the importance of accuracy in Zendesk administration.

Talk about your methods for continuous learning, such as participating in webinars, following Zendesk blogs, and engaging with user communities. Share how implementing new features or best practices has benefited your previous teams.

Elaborate on your experience in creating clear, concise documentation. Provide examples of how your documentation has helped onboard new team members or improve existing workflows, demonstrating your attention to detail and communication skills.

Outline your process for troubleshooting a bug alert, including how you would gather information, involve stakeholders, and prioritize resolution based on the impact on users. Emphasize your calm and methodical approach under pressure.

Narrate a project you've led in Zendesk, highlighting your role in planning, execution, and problem-solving. Discuss the challenges faced and the outcomes achieved, underscoring your ability to lead projects effectively.

Discuss challenges like keeping up with fast-paced technology changes, user satisfaction management, and data privacy. Highlight how you would approach these challenges in your role at GoFundMe, reiterating your proactive mindset.