Client Engagement - Process Optimization Analyst

Client Engagement - Process Optimization Analyst BUILDING THE FUTURE OF CRYPTO Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. What makes us different? Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world. Before you apply, please read the Kraken Culture https://www.kraken.com/culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here https://support.kraken.com/hc/en-us/articles/226090548-How-to-create-an-account-on-Kraken. As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security https://blog.kraken.com/crypto-education/security-at-kraken, crypto education https://blog.kraken.com/category/crypto-education, and world-class client support https://blog.kraken.com/crypto-education/support-at-kraken through our products like Kraken Pro https://pro.kraken.com/, Desktop https://www.kraken.com/desktop, Wallet https://www.kraken.com/wallet, and Kraken Futures https://www.kraken.com/features/futures. Become a Krakenite and build the future of crypto! PROOF OF WORK THE TEAM The Process Optimization team partners with Client Engagement (CE) leadership to understand business needs and engineer solutions across CE systems and platforms. We own the technical backbone of CE operations - designing, building, and maintaining the workflows, automations, and integrations that power the client experience. Our work spans Zendesk administration, AI-driven automation, system integrations, and continuous improvement initiatives that directly impact resolution times, agent efficiency, and client satisfaction. This is a technical role focused on Zendesk platform administration and CE systems optimization. The specialist will own the configuration, maintenance, and improvement of Zendesk workflows, business rules, and integrations. They will leverage AI tools and automation to drive efficiency, and act as the technical bridge between business requirements and system implementation. This is not a support agent role - it is a systems and process engineering position. THE OPPORTUNITY - Zendesk Administration & Configuration (Primary) - Own and manage the Zendesk admin panel: triggers, automations, macros, views, ticket forms, ticket fields, SLAs, schedules, and routing rules - Design and implement ticket routing logic, escalation paths, and assignment rules to optimize agent workload distribution and response times - Build and maintain Zendesk business rules that enforce workflow standards across channels (email, chat, messaging, web forms) - Configure and manage Zendesk Chat/Messaging workflows including chatbot flows, proactive messaging triggers, and conversation routing - Create and maintain custom ticket forms, conditional fields, and dynamic content to improve data capture quality and agent efficiency - Manage user roles, permissions, groups, organizations, and access controls within Zendesk - Monitor Zendesk system health: audit trigger/automation conflicts, identify redundancies, and clean up deprecated rules on a regular cadence - Implement and manage SLA policies, business hours, and escalation workflows to meet contractual and operational targets AI & Automation - Identify and implement AI and automation opportunities within Zendesk and adjacent CE tools (e.g., AI-assisted triage, a ... (truncated, view full listing at source)