Senior Operations & Systems Associate (Customer Experience) - Melio

About the Role and Impact

In the position of Senior Operations & Systems Associate, you will be responsible for the ongoing enhancement, optimization, and maintenance of Melio's Zendesk platform. Acting as the technical core of the Customer Experience team, your focus will be on scaling the support infrastructure in a fast-growing startup environment by bridging complex technological needs with the practical demands of the support staff.

Your efforts in streamlining workflows, safeguarding data quality, and facilitating smooth platform integration will enhance operational performance, improve client interactions with Melio, and deliver essential business intelligence that informs strategic planning.

Team Collaboration

Joining Melio's Customer Experience unit, you'll support the seamless operation of support functions for small businesses using Melio's payment system. Zendesk is fundamental to the team's functioning, and you'll collaborate extensively across departments to keep processes, data, and reporting aligned as the company expands.

Primary Responsibilities

• Serve as the chief Zendesk administrator, liaising with various internal stakeholders to collect and set priorities for system enhancements.
• Oversee data feeds and external system integrations ensuring data accuracy to support dependable analytics.
• Conduct routine system evaluations and prepare the platform for scheduled upgrades.
• Assist new users in onboarding processes and promote adherence to Zendesk's best practices across teams.

Working Conditions and Schedule

This position follows a hybrid working model, combining office presence with remote work. Post-onboarding, you will operate primarily during New Zealand business hours to coordinate with the internationally distributed team. The role also offers flexible work setups and well-being days annually.

Desired Qualifications and Traits

• Advanced skills in data management with the ability to translate complex needs into actionable solutions.
• A natural aptitude for designing and implementing new processes while effectively driving adoption among team members.
• A collaborative mindset with a proven track record of managing projects from conception through completion.
• Strong technical understanding of platform functionalities including apps, custom objects, formula fields, workflows, and personalized views.
• Experience managing Zendesk on a day-to-day basis, especially in start-up or rapidly growing companies; experience establishing a Zendesk system from scratch is advantageous.
• Good knowledge of Customer Experience operations and integrating tools through third-party applications; familiarity with fintech or startup sectors is a plus.

Note: We encourage candidates to apply even if their background doesn’t exactly match all criteria, as the company values diverse skills, enthusiasm, and perspectives that will enrich the team culture.