ph3About Us /h3 pAt Nextlane, we don’t just develop software solutions – we create the future of the automotive industry. We are a company that combines advanced technology with a clear vision: simplifying and digitizing every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market. We believe in the value of every team member, offering opportunities for you to develop and contribute to meaningful solutions. /p pWhat does it mean to be a Nextlaner? /p ul liBe part of a growth‑oriented culture. /li liCollaborate with colleagues from all over the world. /li liBelieve in the power of ideas and the diversity of thought. /li liBe committed to provide an environment where you can learn, grow, and collaborate on projects that make a integral impact. /li /ul pOur success is measured not just by results but also by the growth and satisfaction of those who are part of our company. /p pAt Nextlane, you’ll have the opportunity to innovate, push boundaries, and work on solutions that are transforming the automotive world. /p h3Your Responsibilities /h3 pBelow are the key responsibilities for this role. /p h3Zendesk Configuration Administration /h3 ul liMaintain and optimize core Zendesk settings including ticket fields, forms, triggers, automations, views, and macros across all supported regions. /li liWork with the Senior Zendesk Administrator to standardize the multi‑region environment and ensure consistency in configuration and data capture. /li liConfigure and improve ticket routing, queue visibility, escalation workflows, and agent productivity settings. /li liManage user profiles, groups, roles, and access permissions. /li liDocument configurations, changes, and best practices to support a well‑maintained, auditable environment. /li liA significant aspect of the role involves supporting a transformation from regional structures with individual workflows to a standardized approach across all regions. /li liExperience with transformation projects would be valuable. /li liAdditional bonus qualifications include experience with Zendesk AI modules,



specifically Ultimate and Zendesk Copilot. /li /ul h3Reporting Analytics (Zendesk Explore) /h3 ul liBuild and maintain dashboards in Zendesk Explore for key support metrics including ticket volume, backlog, first response time, resolution time, SLA performance, CSAT, and agent activity. /li liEnsure data is captured consistently across regions and that reports accurately reflect real‑world support operations. /li liSupport Support Managers and Operations teams with ad‑hoc reporting and data queries. /li /ul h3Process Improvement Standardization /h3 ul liWork closely with Support Operations, Support Managers, IT, and other internal teams to understand operational needs and translate them into practical Zendesk configurations. /li liContribute to the improvement of knowledge base processes (Zendesk Guide) and Help Center content. /li liSupport the adoption of standard operational definitions across regions, ensuring Zendesk reflects agreed ways of working. /li /ul h3Troubleshooting Internal Support /h3 ul liTroubleshoot Zendesk configuration issues and resolve agent‑facing problems promptly. /li liServe as a point of contact for internal Zendesk questions and elevate to the Senior Administrator when needed. /li liMonitor platform health and proactively flag configuration risks or data quality issues. /li /ul h3What We’re Looking For /h3 ul liExperience: 3–5 years of Zendesk administration or support operations experience, with hands‑on exposure to Zendesk Support configuration. Background in a multi‑team or multi‑region environment is a plus. /li liJira. /li liLanguages: Fluent in English (C1). Knowledge of additional European languages – Dutch, French, Spanish, or Portuguese – is a strong plus. /li liCommunication: Strong communication skills,



both verbal and written. /li liTechnical Skills: Hands‑on experience with Zendesk Support: triggers, automations, macros, views, forms, and ticket fields. Experience building dashboards and reports in Zendesk Explore. Familiarity with Zendesk Guide (Help Center) and Jira integrations is helpful. Basic understanding of APIs or integrations is a plus. Zendesk certification is advantageous but not required. /li liInterpersonal Skills: Detail‑oriented, curious, and well‑organized, with a genuine interest in improving support processes. Comfortable working with both support agents and technical teams. Proactive troubleshooter who is willing to learn and take ownership of platform quality. Strong communicator who can translate technical changes into clear explanations for non‑technical stakeholders. /li /ul h3Recruitment Process /h3 ul li15‑minute introductory call with our Talent Acquisition Specialist. /li liInterview with the VP CS and a member of the Support Operations team. /li liInterview with CS Senior Manager. /li /ul h3What We Offer /h3 ul liRemote Work: Up to 3 days a week. /li liPrivate Medical Insurance. /li liReferral Bonus: €1500 for every talent you refer (after probation period). /li liPension Premium contribution. /li liContinuous Learning: Access to our internal platform for continuous development. /li /ul h3Diversity, Inclusion Belonging /h3 pAt Nextlane, we are committed to creating a space where everyone feels valued and respected. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation. /p ul liSupport for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience. /li liEqual opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law. /li /ul pJoin Nextlane and become part of the technological revolution in the automotive industry. Discover why we are a great place to develop your talent! /p /p #J-18808-Ljbffr

📌 Zendesk Administrator (Madrid)
🏢 Nextlane
📍 Madrid