Workflow Solutions Specialist (Zendesk)

About this role

<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;"><strong>Company Introduction:</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif;"><a href="http://airspace.com"><span style="font-weight: 400;">Airspace</span></a><span style="font-weight: 400;"> is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands.</span></span></p> <p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors.  </span></p> <p><span style="font-family: arial, helvetica, sans-serif;"><span style="font-weight: 400;">Airspace has been rated one of </span><a href="https://www.forbes.com/lists/americas-best-startup-employers/?sh=430441b22ad7">America’s best Startup Employers</a><span style="font-weight: 400;">, listed as one of </span><a href="https://www.cnbc.com/2022/05/17/airspace-disruptor-50.html"><span style="font-weight: 400;">CNBC’s Disruptor 50</span></a><span style="font-weight: 400;"> companies, and featured as an </span><a href="https://www.cbsnews.com/video/innovative-technology-is-optimising-the-delivery-of-time-critical-and-life-saving-shipments/"><span style="font-weight: 400;">Innovation and Disruption leader</span></a><span style="font-weight: 400;"> by CBS News. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has</span><a href="https://www.cnbc.com/2022/05/25/early-tesla-investor-leads-70-million-investment-in-airspace.html"><span style="font-weight: 400;"> raised more than $140m. </span></a></span></p> <p><span style="font-weight: 400; font-family: arial, helvetica, sans-serif;">The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. </span></p></div><p><strong>About the job: </strong></p> <p>As Airspace has evolved, our internal business systems have become as critical to our success as the systems we provide to our customers. As the Workflow Solutions Specialist, you will serve as the bridge between business vision and technical reality. Your primary responsibility is taking stakeholder ideas for how work should flow and building the technical solutions to make it happen, regardless of platform limitations.</p> <p>This is not a traditional "admin" role where, configuring settings within a single platform based on business requirements built from another team. You will own Zendesk as your core platform and support the Salesforce platform, but you'll regularly need to think beyond their native capabilities. When a leader says "I wish our system could do X," your job is to identify, ideate and implement how to make X happen, whether that means native configuration, custom API work, middleware automation, webhooks, or creative combinations of tools.</p> <p>You will report to the Sr. Manager of Business Systems & Operations, focusing on support for the Revenue, Operations, and Executive teams. At the highest level, you will be responsible for identifying, inventing, implementing, and accelerating scalable and measurable processes that move our organization toward a "single source of truth" mindset.</p> <p>Successful candidates will be creative problem-solvers who refuse to be limited by out-of-the-box functionality. They will have the technical depth to build custom integrations while maintaining the strategic perspective to ensure solutions are scalable, maintainable, and actually solve the business problem.</p> <p> </p> <p><strong>You’re an ideal candidate if: </strong></p> <p>You've been in situations where stakeholders describe their ideal workflow and it doesn't exist as a native feature in any platform, and you've figured out how to build it anyway. You view platforms like Zendesk and Salesforce as flexible building blocks rather than rigid systems with fixed capabilities.</p> <p>You can provide specific examples of times when you've:</p> <ul> <li>Taken a business vision and designed the technical solution, choosing the right combination of tools and approaches. This should also include top notch documentation and implementation of the end result</li> <li>Built cross-platform automations that made manual processes obsolete (e.g., "When X happens in Zendesk, notify Y via Slack, and create a task in our project…