Customer Support Systems Manager

About us

Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you’re a good match!

Your territory

As part of our Customer Happiness team, you will:

• Help create a tools strategy for our Customer Relationship Management tooling (Zendesk)
• Configure and maintain omnichannel routing and AI features for efficient ticket distribution and automated responses
• Update and maintain help center themes, improve self-service flows to reduce overall ticket volume while boosting customer satisfaction
• Develop and maintain procedural and technical system documentation, troubleshooting guides, and self-service resources for internal stakeholders
• Administrate our tools on a daily basis, including but not limited to managing a multiple user setup, profiles and roles, customization of forms, fields, views, triggers, and other business rules
• Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports, and dashboards
• Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommendations for process improvements
• Be responsible for overall data quality in our Customer Relationship Management tooling (Zendesk)
• Troubleshoot and provide solutions for technical issues and escalations
• Provide new user accounts and manage licenses and permissions
• Assist in the training of new and current users
• Assist in data imports, exports, and updates while utilizing Explore and other tools, such as Tableau
• Work cross-functionally with teams and stakeholders
• Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 3-5 years as a tool administratorexperience with demonstration of deep knowledge and strong understanding of the platform
• Practical, hands-on experience leading or contributing to AI-driven initiatives, with a clear understanding of how to apply AI to solve business challenges
• Experience with Zendesk Guide, Zendesk API integrations and best practices is a plus
• Strong data management abilities
• Proven ability to design and implement new processes and facilitate user adoption
• Internal & external facing experience with large multifaceted projects
• International business experience is a plus
• Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex is a plus
• Very good English skills
• Valid Austrian work-permit

Does this sound like you?

• Ability to meet deadlines, handle, and prioritize simultaneous requests
• Ready and willing to take ownership and act independently and decisively
• Excited to work in Austria alongside an outstanding team

Interested?