Zendesk Administrator

Genius Sports is at the heart of the sports data ecosystem aiming to champion a more sustainable ecosystem for sports, betting and media. We aim to deliver great results for all, from the rights holder all the way through to the everyday fan. We believe that sports deserve a fair return on the engagement and commercial benefits their competitions create. 

Founded in London in 2001 as a betting data specialist, we've grown to become one of the world's largest sports technology companies. We now employ around 2000 people spanning five continents, with major offices in Sofia, Tallinn, New York City, Medellin, Los Angeles, and more. 

We are looking for a Zendesk Administrator to join the Business Systems team. You will play a key role in enhancing our newly implemented Zendesk platform and delivering a world class service to our clients with a centralized communication platform to report their issues and automate and streamline the support experience for Genius Sports support staff.  This is an exciting opportunity to join Genius Sports as we accelerate our growth and build strong foundations across our systems.

Who you are

• An experienced Zendesk Administrator (or similar role) with a minimum of 3+ years’ experience.
• Experienced working with Ticketing systems, such as Jira.
• A strong communicator and able to build good relationships with stakeholders in Tech, Support & PMO and across the business.
• A good listener, with the ability accurately collect information to understand and assess your stakeholder’s requirements.
• A multitasker, with experience working in a fast-paced environment.
• Zendesk Certified, with Zendesk Support Administrator Expert or Zendesk Chat Specialist desired.

What you will bring

• Proficient in managing chat solutions and integrations within Zendesk, and experience with APIs and scripting languages (e.g., JavaScript, Python) is a plus. 
• A strong attention to detail.
• Accountability, with the ability to prioritise your workload and provide timely updates through to completion.
• A curious and creative mind, with an enthusiasm to learn & grow.
• An analytical and problem-solving mindset, to troubleshoot and resolve issues.

What you will do

• Develop and maintain integrations between Zendesk and other systems (e.g., CRM, ERP, marketing tools) to streamline operations and improve data flow.
• Implement and manage chat solutions within Zendesk, ensuring seamless communication between customers and support agents.
• Manage business rules via triggers, automations, SLAs, capacity rules, routing config, skills, and groups.
• Manage integrations (Apps, Webhooks, APIs) working with other stakeholders in Tech.
• Customize Zendesk to meet the specific needs of our support team, including creating macros, triggers, automations, and custom fields.
• Generate and analyze reports to monitor performance, identify trends, and provide insights for continuous improvement.
• Provide training and support to Zendesk users, ensuring they are proficient in using the platform effectively.
• Manage permissions, profiles, channels, business rules,
• Test, validate and implement changes in Zendesk, following best practice principles.
• Serve as a consultative partner to the business and Support Leaders in Service Delivery
• Work to meet expected business performance goals & OKR through delivery
• Engage and contribute to team & stakeholder meetings.
• Create & maintain user guides and documentation.
• Support with system upgrades

Most of your stakeholders are in teams who spend 2 days a week in the office, and you will need to be able to collaborate with them in person as and when required. You may be required to be in the office twice per week, but we work flexibly to balance the needs of people, projects & office space.

What’s in it for you?

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.

How we work

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.

Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.