Requirements:

• Advanced English proficiency (C1–C2), both written and spoken.
• Strong expertise in Zendesk, including triggers, tags, macros, and SLA settings.
• Experience with payment platforms (e.g., PayPal, Stripe).
• Experience developing automations on low-code platforms (n8n).
• Proficiency in the n8n automation platform: hands-on experience, including creating complex workflows, integrating APIs, and troubleshooting issues.
• API Integration: Experience with integrating various third-party tools and services using APIs to streamline support processes like ticket management, CRM, and communication platforms.
• Problem Solving and Debugging: Ability to identify inefficiencies in existing processes, troubleshoot automation issues, and optimize workflows for better performance and error handling.
• Collaboration and Communication: Ability to work closely with the support team to understand their pain points and translate them into automated solutions, along with clear documentation of automated processes for future reference.
• Clear and Precise Prompts: Ability to create specific, well-defined prompts for AI-driven automation, ensuring data processing and outputs are accurate and efficient.
• Context Awareness: Skill in providing AI with clear context for each task, ensuring effective execution within diverse workflows.
  

Would be a plus: 

• Experience with Jira, Confluence, or Asana.
• Understanding of mobile app functionality, including versions, updates, and device compatibility.
• Knowledge of subscription models, including renewals, refunds, and invoicing.

Responsibilities:

Daily operations

• Monitor active workflows to ensure consistent performance and stability.
• Detect and address incidents promptly; take ownership of raised issues.
• Perform quality control on AI-generated responses sent through support platforms.

Implementation

• Design, build, and maintain automation workflows using tools like n8n, prioritizing modularity and reusability.
• Write and maintain scripts (JavaScript) and use low-code tools to support new automation cases.
• Be up-to-date with Zendesk triggers and rules. Make sure our automations align with Zendesk flows.
• Integrate Zendesk with third-party automation platforms and monitor their stability.
• Manage authentication and secure integration of third-party APIs used in automations.
• Troubleshoot automation workflows regularly, proactively resolving errors and refining functionality.
• Build and update automation workflows based on defined priorities, including tickets, emails, Slack bots, analytics, and more.
• Run A/B and multi-scenario tests to evaluate automation effectiveness and improve performance.
• Conduct tests involving multiple applications, request types, and support platforms.
• Track error logs and troubleshoot failed workflow executions.

Communication

• Collaborate closely with the backend team to ensure smooth integration of AI solutions. Create tasks for the backend team when new endpoints are required or existing functionality needs enhancement.
• Collaborate with DevOps to monitor server performance and address any issues impacting automation.
• Log key automation activities and updates in Confluence to keep the team informed.
• Coordinate with support leads and agents to collect hands-on feedback for improving automations and review reported tickets.
• Update the support team on any new or revised automations that may affect their work.
• Maintain close communication with the Head of Support for task management and roadmap updates.