Zendesk Administrator

About the Team

Opendoor is revolutionizing the real estate industry by making buying and selling homes fast, simple, and stress-free. We leverage technology and innovation to provide a seamless experience for our customers. As we continue to expand our footprint in the online real estate market, we are seeking a Zendesk Administrator to enhance our customer connection points and manage renovation throughput. The Zendesk Administrator will play a pivotal role in optimizing our customer support and service delivery through the effective administration and customization of our Zendesk platform. This individual will be responsible for ensuring that our support workflows are streamlined and efficient, facilitating a seamless experience for both our customers and internal teams.

Role Responsibilities

• Configure, manage, and optimize Zendesk settings, triggers, and automations to improve customer service efficiency and effectiveness.
• Develop and maintain a deep understanding of Opendoor's business processes related to customer interactions and renovation operations to ensure Zendesk is effectively supporting these areas.
• Collaborate with cross-functional teams, including engineering, product, customer support, sales, and operations, to identify areas for improvement and implement Zendesk solutions that enhance productivity and customer satisfaction.
• Design and implement Zendesk dashboards and reporting tools to track customer service metrics, renovation throughput, and team performance.
• Provide ongoing training and support to Zendesk users across the organization, ensuring they are leveraging the platform effectively.
• Stay up-to-date with Zendesk features and updates, proactively suggesting and implementing new tools or features that could benefit Opendoor.
• Manage Zendesk integrations with other business tools and systems, ensuring a seamless flow of information and efficient operation of the support ecosystem.
• This is an in-office position supporting US hours of operation

Skills Needed

• Proven experience as a Zendesk Administrator or similar role (2+ years), with a strong understanding of Zendesk's capabilities and best practices.
• Experience in the real estate industry or a fast-paced, technology-driven environment is preferred.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Excellent communication and collaboration skills, with a track record of working effectively with both technical and non-technical teams.
• Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines.
• A passion for delivering exceptional customer service and a commitment to continuous improvement.
• BA/BS required.

Bonus points if

• Masters preferred
• Construction experience a plus