About Jaja
Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.
We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
We have a collaborative team structure fueled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave the way for the new stuff. Come as you are and be yourself!
We’re looking for a Zendesk Platform Specialist to join our Operations Transformation team of 7 in a hands‑on role focused on configuring and optimising our Zendesk environment. You’ll be the internal Zendesk authority, designing and maintaining the platform that underpins our customer service operation, including AI‑powered features such as Auto Assist and AI QA. Working closely with Operations, Product, and Tech, you’ll ensure the platform is scalable, well‑governed, and fit for purpose. This is a central role in a growing, digitally led fintech, offering senior stakeholder exposure, real influence over platform direction, and support for Zendesk certification and development.
This role requires attendance in our Manchester office (XYZ Building, 2 Hardman Blvd, Manchester, M3 3AQ) for 1–2 days per week. Please apply only if you are able to commit to this requirement and are within a reasonable commuting distance.
Key Responsibilities
- Own day‑to‑day administration of Zendesk Support, including user management, roles, groups, tags, ticket fields, and channels (email, web forms, chat, and voice).
- Design, build, and maintain triggers, automations, macros, views, and bot conversation flows to support operational workflows.
- Manage Zendesk Chat and Messaging configuration.
- Maintain sandbox and production environments, promoting changes through structured change control.
Workflow, Automation & Integrations
- Translate business requirements into efficient Zendesk workflows with minimal manual handling.
- Build and optimise routing logic, SLA policies, escalation paths, and automation to support contact centre performance and reduce handling time.
- Support integrations with third‑party tools (e.g. Amazon Connect, AI services, CRM systems) via Zendesk APIs and native connectors.
Reporting & Analytics
- Build and maintain Zendesk Explore dashboards and reports to provide visibility across key contact centre metrics.
- Partner with Operations to define reporting needs and turn data into actionable insight.
- Monitor platform health, ticket volumes, workflow performance, and support QA and performance reviews through relevant data analysis.
Change Control & Governance
- Log, document, and manage all configuration changes in line with governance standards.
- Maintain clear technical documentation for platform configuration, integrations, and workflows.
- Participate in change reviews, ensuring changes are tested, approved, communicated, and compliant within an FCA‑regulated environment, including appropriate data, access, and audit controls.
Essential Skills & Experience
- 2+ years hands‑on experience administering Zendesk in a contact centre or customer service environment.
- Proven experience building triggers, automations, views, macros, and Explore dashboards.
- Strong analytical skills with the ability to translate operational needs into platform solutions.
- Experience working within structured change or release management processes.
- Highly organised, detail‑oriented, and comfortable managing multiple workstreams.
- Clear communicator, able to explain technical changes to non‑technical stakeholders.
Desirable
- Experience with Zendesk Chat, Messaging, or AI‑assisted customer service tools.
- Familiarity with Amazon Connect or other cloud telephony platforms.
- Exposure to API integrations or the Zendesk Apps Framework.
- Background in a regulated industry (e.g. financial services, utilities, telecoms).
- Zendesk Administrator Certification or willingness to achieve it.
What's in it for you?
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
- Competitive salary.
- Pension contributions, including Salary Exchange facility.
- Annual bonus potential.
- Private medical cover provided by Vitality (optional benefit).
- 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- Your birthday off each year as an additional day's holiday.
- 4x life insurance cover.
- Access to our confidential Employee assistance programme.
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