Zendesk Tooling Specialist - London, United Kingdom - Careers at Depop

Description

Company

Depop is the community-powered fashion marketplace to buy and sell unique fashion, with over 30 million registered users in more than 150 countries.

Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments.

The company was founded in 2011 and is headquartered in London with offices in Manchester, New York, Los Angeles and Sydney.

Depop has approximately 400 employees dedicated to its mission of building the world's most diverse progressive home of fashion, that's kinder on the planet and kinder to people.

In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company.

Our Mission
Our mission is _to build the world's most diverse progressive home of fashion. _Our team is dedicated to enhancing and developing the Depop experience to serve the needs of our global community.

Depop exists to empower the next generation to transform fashion. We are a community-powered fashion ecosystem that's kinder to the planet and kinder to people.

We give our audience something they can't get anywhere else - unique fashion, with amazing people and the chance to create a better future by showing up as their full selves, at full volume.

Our DNA

Our DNA defines the essence of our company as an employer - how we are unique and what matters to us.

• Show up for the Community: We go above and beyond. When they succeed, we succeed.
• Have Each Other's Back: We empower each other with kindness and respect our differences.
• Act with Purpose: We take conscious risks, deliver efficiently and learn from our mistakes.
• Think Thrift: We're resourceful, seek out opportunities and we hustle.

Depop is an equal opportunity employer. Our mission is to build the world's most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

We're continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us.

Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.


The Role
The Community Support team is an integral part of our business.

It serves as the voice of Depop to our Community, answering questions they have, solving disputes and making Depop a safe place to be.

The
Zendesk Tooling Specialist oversees the function of Zendesk within Community Support. They will be responsible for driving improvements in our Zendesk instance to improve the agent experience, drive efficiencies and creating an environment where they are best placed to resolve our community's issues


Responsibilities:

• Working in a fast paced, agile environment alongside our Senior Technology Operations Manager to deliver our Zendesk strategy
• Working to optimise our instance, launch new initiatives and improve the agent experience
• Administering the Zendesk platform and maintaining all supported channels, business rules and agent groups, updating views, managing integrations (e.g. Medallia, Sprout Social etc) and troubleshooting issues as needed
• Manage all of our existing channels and working alongside our Senior Technology Operations Manager to introduce any new channels
• Working to consistently improve our routing to drive agent efficiencies.
• Utilising problem solving skills to create solutions in Zendesk where no out of the box solutions might exist.
• Working directly with Zendesk or any third party for internal tooling improvements
• Owning user reporting via Zendesk Guide and constantly iterating and making improvements to this flow, consulting with various stakeholders along the way.
• Educating other key stakeholders on how to "selfserve" in Zendesk to decentralise administration where possible and create contingency plans in case of incidents whilst maintaining governance as our main admin.

Requirements:

• Solid Zendesk admin experience or experience within a similar role
• Proven problem solving skills in Zendesk
• Ability to capture and utilise data to make decisions
• Experience in prioritising tasks and solutions using a project management software like Jira.
• Experience in implementation or maintenance of Zendesk Messaging
• Any experience with navigating and updating legacy HTML, CSS, and JavaScript
• Zendesk Admin Certifications is a plus

LI-KA1 #LI-HYBRID


Benefits

Health + Mental Wellbeing

• Cashplan or PMI you have the choice of a healthcare plan that best suits you
• Subsidised counselling and coaching we partner with Selfspace to provide you the opportunity for a good conversation with a qualified person
• Cycle to Work scheme choose between Evans or the Green Commute Initiative to