Zendesk Administrator

Want to help us, help others? We’re hiring! 

GoFundMe is a global community of over 150 million people who come together every day with the common purpose of helping one another. Our mission is to help people help each other through our best in class technology. In 2022, GoFundMe joined together with Classy, a leading nonprofit fundraising software company that enables nonprofits to connect supporters with the causes they care about. Together, we have empowered people and organizations to raise more than $30 billion since 2010. Our vision is to become the most helpful place in the world.

Join us! The GoFundMe team is searching for an independent contractor in Warsaw to work on assignments as a Zendesk Administrator (Contract). In this dynamic role, you will be responsible for supporting strategic initiatives that drive growth, efficiency, and effectiveness across GoFundMe’s operations teams. You will need to work ​​independently, managing your own schedule and assignment deadlines.

The Job…

Reporting and Intelligence (50%)

• Maintain day-to-day ownership and upkeep of performance and KPI reporting, focusing primarily on our customer operations reporting in Zendesk and Looker
• Coordinate with internal operational teams to address and resolve emerging issues, identify and improve operational challenges and inefficiencies, and monitor internal and partner performance and KPIs for emerging trends
• Collaborate with cross-functional teams to support strategic initiatives impacting our customer-facing operations departments
• Develop analyses and insights for senior management to support strategic decision-making
• Stay updated on the latest trends, news, and disruptors in the payments, charitable giving, and fintech space

Internal Systems Support (50%)

• Coordinate with operational experts within each operations team to intake, plan, and execute change requests to customer-facing Zendesk instance
• Serve as a trusted partner for embedded Zendesk experts across operational teams, responding to, triaging, and prioritizing requests and bug alerts from key stakeholders
• Support the planning and execution of long-term operational goals for our customer management platforms, in tandem with the Manager for Strategic Insights & Intelligence and internal Zendesk system administrators
• Maintain expert-level understanding of all utilized Zendesk products, as well as a general understanding of less utilized or new Zendesk products & features
• Create and maintain Zendesk SOPs and Wiki articles alongside the Lead Zendesk Administrator 

You…

• 1-2 years of experience in Business Intelligence, Business Operations, Zendesk System Administration, Project Management, and/or Operations Management
• BA, BSc, Master’s, or equivalent degree in business, engineering, finance, mathematics, economics, or similar field
• Zendesk experience is required
• C1 fluency or higher in English required
• Prior experience managing, administering, or supporting a Zendesk instance
• Prior experience with Looker, Microsoft Office, and Google Drive a plus 
• Detail-oriented with a strong emphasis on accuracy and quality of work
• Collaborative team player who is also capable of independent thought and execution
• Strong communication skills with the ability to influence others
• A proactive approach to work with a “get things done” mentality
• Resilient and adaptable in the face of changing priorities or unexpected challenges
• Strong analytical and problem-solving skills and an innovative mindset
• Ability to work on multiple projects concurrently and thrive in a fast-paced environment without losing sight of business strategy

Preferred skills...

• Prior experience managing, administering, or supporting a Salesforce instance or Salesforce-based reporting a plus
• Prior experience with payments, fintech, ecommerce, social media, or marketplace companies a plus
• Experience with (or strong interest in) managing or supporting trust and safety, compliance, customer support, or financial risk operations and associated key performance indicators
• Knowledge of regulatory compliance and risk trends in the ecommerce, social media, marketplace, or financial services industries

Why you’ll love it here...

• Market competitive pay, based on project scope, experience and other factors
• Your work has a real purpose and will help change lives on a global scale, especially with our new office in Warsaw
• You’ll be a part of a fun, supportive team that works hard and celebrates accomplishments together 
• We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose
• Hybrid work mode after the onboarding, with 1-2 days in the office per week
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.