Location: Dallas, Texas

Employment Type: Regular

Team: Care

Every month, millions of singles come to our Affinity Apps, like BLK, Chispa, Upward, and OurTime to make great connections based on what they have in common; like religion, ethnicity, or stage of life.

As a Zendesk Administrator, you will manage the Zendesk instance across multiple brands. You will help standardize and optimize configurations, but also lead initiatives of integrations with other applications within the company. This is also an opportunity for a remote position, but we are looking for a team player, who is able to collaborate and drive change in the agent and member experience.

How you'll make an impact:

• You will manage Zendesk instance for multiple brands and create a scalable platform
• You will monitor performance of automation, triggers, and workflows within the Zendesk instance
• You will monitor and use performance data to identify pain points and efficiency opportunities
• You will maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business
• You will integrate additional apps and 3rd party systems as dictated by business needs
• You will maintain subject matter expertise and historical documentation of Zendesk enhancements and releases
• You will establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines
• You will develop strategic initiatives within the Care organization to fully utilize our CRM platform to ensure process improvements, enhanced member experience, and drive continuous improvements
• You will bring new uses and best practices from other companies to the organization to spur new ideas and ways to make the most of our platform

We could be a match if:

• You have 5+ years of Zendesk or similar administration experience with in-depth knowledge of ticketing, live channel support systems, and API/App Integrations
• You have 3+ years of experience configuring and managing a phone IVR, such as Five9
• You have excellent communications, analytical and teamwork skills
• You have a proven ability to deal with ambiguity in a rapidly changing business environment, resolve problems and offer impacting solutions
• You have the ability to translate business requirements into technical deliverables
• You have the ability to communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
• You have a Bachelors or Associate Degree in Business Management, technology or a related field
• A bonus if you have Zendesk app development & API Experience along with Zendesk certifications or similar

What's the team like:

• We did it again -- we were selected as one of the Top 100 Places in Dallas to work!
• Our team is based in Dallas
• Our team works hard and laughs a lot
• We are extremely passionate about candidate experience and proud of our Company’s mission
• In this role, success is measured by your ability to think strategically and build strong relationships with our internal and external partners.

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Why Match Group?

Our mission is simple – to help people find love and happiness! We love our employees too – here are some examples how:

Annual training budget for each employee

100% employer match on 401k contributions

Specific COVID-19 allowance for home office set-up

Matched giving to qualified organizations

100% paid Parental Leave for up to 20 weeks

Happy Hours and Company events

At Match Group, we represent a collection of unique brands - but we all focus together on the health and safety of all of our employees. That's why we require that employees are fully-vaccinated when in person at any US office or company-sponsored fun. If you need to talk through this in-person vaccine requirement, our People team can work with you through our accommodations review process.

_We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period. _