About Vaimo

At Vaimo, experience is everything. As a global leader in digital commerce and customer experience, we drive innovation across Digital Commerce, Content Management, Data Management, and Insights & Activation. With600+ specialists worldwide, we help leading brands achieve measurable impact through digital transformation and exceptional client support.

Role Overview:

We are seeking a talented and proactive Zendesk Specialist to elevate our customer support capabilities and enhance our internal workflows. This is the ideal role for a service-minded professional passionate about delivering best-in-class support experiences and optimising the use of Zendesk within a fast-paced, digital-first organisation.

As a key member of our Experience team, you will design, implement, and maintain excellent customer support processes, ensuring every interaction is smooth and adds value for both clients and colleagues. You will collaborate closely with cross-functional teams, including Solution Consultants, Developers, and Project Managers to ensure Zendesk supports the business’s strategic priorities. You will report to the Experience Director.

Responsibilities:

• Zendesk Platform Administration: Serve as the main administrator for Vaimo’s Zendesk environment, handling system configuration, updates, integrations and ongoing optimisation.

• Workflow Design and Automation: Analyse business needs and develop efficient workflows, automation, triggers, macros, and routing rules that streamline support ticket management.

• User Support and Training: Provide expert guidance, training sessions, and support for internal stakeholders to ensure effective use of Zendesk’s functionalities.

• Reporting, Analytics and Insights: Create, maintain, and communicate relevant reports and dashboards to measure key metrics such as ticket volumes, response times and customer satisfaction.

• Continuous Improvement: Identify opportunities and suggest enhancements to processes and the Zendesk setup based on data analysis, user feedback, and evolving business needs.

• Integration and Collaboration: Work with IT and product teams to integrate Zendesk with other systems (e.g., CRM, eCommerce platforms) and ensure seamless data flows across the organisation.

• Incident and Change Management: Collaborate in managing system changes, incident resolution, and troubleshooting technical issues as needed.

Who You Are?

• Experienced:3+ years of hands-on experience administering Zendesk or similar support ticketing platforms in a digital or eCommerce environment.

• Analytical and Process-Oriented: Skilled at mapping business needs, process analysis and translating requirements into practical Zendesk configurations.

• Technically Proficient: Confident in system administration, troubleshooting, API usage, and working with third-party integrations.

• Trainer and Communicator: Able to convey knowledge in an accessible way to colleagues at all levels, fostering adoption and engagement.

• Data-Driven: Adept at interpreting data, presenting actionable insights, and measuring the impact of changes to support operations.

• Customer-Focused: You always advocate for an improved customer experience, both for clients and internal users, and are driven to make continuous improvements.

• Collaborative: Thrive when working across departments and cultures—proactive, humble, and helpful in your collaboration style.

• Curious and Adaptable: Eager to learn about new tools and best practices in the field of customer support, and comfortable in a rapidly-evolving, technology-driven environment.

• Languages: Fluent English and Danish speaker

Why Join Vaimo?

• Be part of the #onevaimo global community, working with talented, supportive colleagues who are passionate about digital excellence.

• Enjoy a flexible working environment with remote and hybrid opportunities.

• Work on cutting-edge projects with leading brands, leveraging the latest support technology and methodologies.

• Access top-tier tools, professional development, and continuous learning opportunities to advance your career.

• Competitive compensation and benefits package, based on your skills and experience.

• Join a company where employee satisfaction and engagement are priorities, with a commitment to personal and professional growth.

How to Apply?

Ready to bring your Zendesk expertise, service mindset and continuous improvement approach to Vaimo? Please submit your CV and a cover letter outlining your relevant skills, accomplishments, and why you are a perfect fit for this Zendesk Specialist role.

Vaimo is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, religion, gender, sexual orientation, age, disability, or any other legally protected status.