Rakuten Viber is one of the most popular and downloaded apps in the world. Working with us provides a unique opportunity to influence hundreds of millions of our users and to be part of the journey that makes us a super-app. Our mission is to make people’s lives easier by enabling meaningful connections, from precious moments with family and friends, through managing business relationships to pursuing their passions.
We’re looking for a hands-on Zendesk specialist to own and optimize our support operations. You’ll manage Zendesk end-to-end; workflows, triggers, routing, macros, and reporting - while leading technical projects and turning business needs into clear, actionable solutions. The role includes configuring integrations using APIs/webhooks, collaborating closely with Product, Engineering, DevOps, and Support, and keeping documentation and communication sharp. You should be technically minded, able to understand code, familiar with SQL and REST APIs, and experienced in deep Zendesk configuration. Strong English is required; Russian and experience in B2C or Support Operations are a plus.
What you'll do
Administer and optimize Zendesk (workflows, triggers, routing, macros, reporting).
Lead and support projects end-to-end.
Translate business needs into technical requirements and actionable solutions.