Zendesk Architect / Administrator

Overview

Join us as a Zendesk Administrator to scale and optimise Qonto's Zendesk ecosystem — the platform used daily by operations teams across 8 European markets. You will strengthen governance, improve architecture, and ensure the system supports Qonto's growth. You will work closely with Marie, Head of Operations Enablement, and Karim, Ops Tool Manager, within a team of ~20 people focused on making operations scalable and efficient.

What you'll do

• Strengthen Zendesk governance: Improve access management, configuration standards, and operational best practices across the platform.
• Optimise and scale the architecture: Workflows, automations, triggers, ticket routing, SLAs, and multi-team processes — ensure the system keeps pace with Qonto's growth.
• Partner cross-functionally: Work with Customer Care, Onboarding, Operations Engineering, Product, and Tech to deliver scalable support solutions.
• Manage integrations and the Zendesk roadmap: Prioritise improvements, manage third-party tool integrations, and collaborate with Engineering to ensure long-term scalability and reliability.
• Identify and drive improvements: Continuously find opportunities to improve processes, user experience, and operational efficiency within the Zendesk ecosystem.

What we're looking for

• Strong Zendesk administration experience: Hands-on experience in a complex, fast-paced environment. You've managed workflows, automations, and architecture at scale. Zendesk certification is a plus.
• Governance and reliability mindset: You bring structure around security, access management, and operational standards. You don't just configure — you build systems that hold.
• Cross-functional collaboration: Comfortable working with both technical and non-technical stakeholders. You communicate clearly and adapt your message to different audiences.
• Continuous improvement drive: You proactively spot inefficiencies and fix them. You manage multiple priorities without losing quality.
• Languages: Fluent in English. French is a plus.

What we can offer you

• A strategic platform at European scale: Zendesk is the backbone of Qonto's operations across multiple markets. What you build and optimise directly impacts how hundreds of agents serve 600,000+ customers.
• Broad scope beyond Zendesk: Opportunities to contribute to wider operational tooling and enablement initiatives over time — you won't be siloed in a single tool.
• A multi-skilled team: You'll work alongside other tooling managers, Ops Engineers, and enablement specialists — people who understand the technical and operational sides equally.
• Autonomy with support: Leadership focused on letting you own your scope, with collaboration and knowledge sharing as the default.

Your future managers

You will work closely with Marie, Head of Operations Enablement, and Karim, Ops Tooling Manager.

• Marie's path: 10+ years in global operations, customer experience, and digital transformation. COO & Chief Innovation Manager at Morning (coworking) for 5+ years, then Head of CX Ops at Swile for 3+ years — building international teams focused on process automation and customer experience improvements. EDHEC Business School and Maastricht University graduate.
• Karim's path: 5+ years at PayByPhone where he grew from Conseiller Clientèle to Responsable Support Utilisateurs Europe (optimising Zendesk and integrating teams across Germany, Italy, Switzerland) to Global Digital Support Manager. Then Consultant & Zendesk Expert at Officers, setting up and optimising Zendesk instances and handling migrations. He joined Qonto in 2025 as Ops Tooling Manager. Zendesk certified (Guide/Self-Service, Messaging). MBA ESG in Customer Relationship Management.
• What they bring to the team: Marie brings deep operational excellence expertise with a people-first, execution-oriented approach. Karim brings hands-on Zendesk expertise built across multiple European markets — he's set up, optimised, and migrated Zendesk instances at scale. Together they foster autonomy, initiative, and continuous improvement.