<p> <strong>Role: Zendesk Administrator - Technical Project Manager - Customer Experience</strong> </p> <p> <strong>Reporting to: Director of Customer Experience</strong> </p> <p> <strong>Location: New York, NY</strong> </p> <p></p> <p> <span style="font-weight:400;">As a member of the</span> <a href="http://kairoshq.com/"> <span style="font-weight:400;">Kairos family</span> </a> <span style="font-weight:400;">, Bilt has created the rewards program for the next generation of credit cardholders and homebuyers. Our co-branded credit card allows renters to earn points and rewards by paying rent that can, in turn, be used towards future travel, home decor, rent credits, or even a down payment on a home.</span> </p> <p> <span style="font-weight:400;">With homeownership among millennials staggeringly low, and housing costs climbing by the day, our generation is renting longer, and paying more, than any other in US history. Compounded by the fact that home prices are significantly outpacing median income growth, first-time homeownership has never been more difficult - with all of this in mind, Bilt has the potential to be transformative for an entire generation and beyond.</span> </p> <p> <span style="font-weight:400;">Come be a part of something that will be fun for most, travel-related for others, and life-changing for some.</span> </p> <p> <strong>Qualifications</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">A successful candidate will have experience working with no-code integration tools and the Zendesk API directly, and know when to leverage each method to solve a problem quickly and effectively</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Purpose Driven: 2+ years of experience in delivering outcomes in Zendesk</span></li> <li style="font-weight:400;"><span style="font-weight:400;">You have run an integration project and have audited and optimized Zendesk to benefit all teams involved</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Able to work cross functionally with product, engineering, marketing and customer experience teams</span></li> </ul> <p> <strong>Responsibilities</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Be the primary technical point of contact with third-party system providers connected to Zendesk</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Develop reporting capabilities and KPIs for all Zendesk users</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Implement and automate workflows within and across systems</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Develop automation scripts that reduce frequent or time-consuming manual tasks</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Serve as the primary system administrator for the Zendesk environment</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Continuously improve the Zendesk platform and related customer support tools to manage our growing customer base and product portfolio</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Design and implement contact forms, including triggers, conditional fields, etc</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Work with Knowledge Management to identify opportunities to improve the customer experience using Answer Bot and other "zero-touch" support tools, e.g. contextual help, product guides, etc</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Be the resident expert on all features for Zendesk Support, Guide, Chat, and Explore</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Collaborate with various teams to define processes, establish KPIs, and evaluate CSAT metrics to proactively address customer needs</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Metrics Mindset: You believe success is a measured outcome, and have built Zendesk Explore dashboards to very clearly display that success and what can</span></li> </ul> <p> <em>Bilt believes in paying our employees based on market rates and on experience. If you believe your salary should be higher than the listed range please let us know.</em> </p> <p> <em>Salary: $100 - 110K + Equity</em> </p>