Kraken - Client Engagement - Process Optimization Analyst

• Must-Have (Technical) • Hands-on Zendesk admin experience: proven ability to configure triggers, automations, macros, views, SLAs, ticket forms, routing rules, and user/group management at scale • Deep understanding of Zendesk ticket lifecycle, event model, and how triggers/automations interact and fire in sequence • Experience designing multi-channel support workflows (email, chat, messaging, web forms, social) within Zendesk or equivalent CS platform • Ability to troubleshoot workflow issues - diagnose trigger conflicts, automation failures, SLA miscalculations, and routing errors • Working knowledge of Zendesk Explore (or equivalent reporting tools) to pull data, build dashboards, and analyze workflow performance • Experience configuring chatbot flows and conversational workflows within Zendesk Messaging or similar platforms • Strong understanding of case management concepts: routing logic, escalation tiers, queue management, skill-based assignment, priority matrices • Demonstrated process optimization experience within client engagement or customer service operations • Ability to translate business requirements into technical configurations and explain technical constraints to non-technical stakeholders • Strong critical thinking and structured problem-solving (root cause analysis, impact assessment, solution design) • Customer-obsessed mindset - understands that every system change impacts the end-client experience • Collaborative and proactive communicator who can manage stakeholder expectations across CE leadership and frontline teams • Zendesk Admin certification or equivalent platform certifications (Salesforce Service Cloud, Freshdesk, ServiceNow) • Experience with Zendesk API and webhooks - ability to build custom integrations, push/pull data, and extend platform capabilities • Coding/scripting skills: JavaScript, Python, or similar - for API calls, data manipulation, custom integrations, or building lightweight internal tools • Experience with Zendesk Apps Framework (ZAF) or building custom Zendesk apps/sidebar extensions • Familiarity with HTML/CSS/Liquid templating for customizing Zendesk Guide (help center), email templates, and dynamic content • Experience with Salesforce Service Cloud administration (cases, flows, assignment rules, Omni-Channel) as a secondary platform • Knowledge of Lean, Six Sigma, or other structured continuous improvement methodologies • Exposure to RPA tools (UiPath, Automation Anywhere) or low-code platforms (Zapier, Make/Integromat, n8n) for cross-system automation • Experience with AI/ML platforms in customer service context (conversational AI, NLP-based tools, generative AI for knowledge management) • Background in fintech, crypto, or high-growth technology companies • Experience with system migration or platform consolidation projects (e.g., migrating from one CS platform to another) • Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. • Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. • We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. • Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto! • We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision.