---
title: 'Senior Zendesk Automation Specialist at capital.com'
canonical: 'https://feeny.ai/job/senior-zendesk-automation-specialist-capital-com-sofia-city-dm0z3a7qwzqx'
type: 'job'
last_seen: '2026-09-10'
---

# Senior Zendesk Automation Specialist at capital.com

- **Company:** capital.com
- **Location:** Sofia City, Bulgaria
- **Work type:** hybrid
- **Posted:** 2026-08-25
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.lever.co/capital/56f1ee09-4ccc-4b0b-a315-47a5dab991f0

## Job description

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

Responsibilities:

- Design, implement, and maintain automation rules, workflows, and routing logic to improve first response times, reduce manual ticket handling, and maintain CSAT above established benchmarks.
- Conduct regular audits of existing automations to identify bottlenecks, false positives, ticket leakage, and incorrect routing.
- Improve automation performance to increase agent efficiency and ensure tickets are handled accurately.
- Develop rules based and dynamic routing to assign tickets according to language, product expertise, client tier, ticket content, client attributes, and real time agent capacity.
- Configure and maintain Zendesk ticket fields, custom views, macros, triggers, automations, business rules, and routing logic.
- Collaborate with the Customer Service team to define, document, and improve operational procedures.
- Monitor key performance indicators, including first response time, resolution rate, CSAT, ticket volume, and agent utilisation.
- Create dashboards and weekly or monthly reports to demonstrate the impact and return on investment of automation initiatives.
- Identify further opportunities to improve workflows, service quality, and operational efficiency.
- Work closely with Compliance to review automation logic and identify potential regulatory risks.
- Ensure vulnerable customers are flagged for human review and that appropriate audit trails are maintained.
- Support compliance with relevant regulatory requirements, including FCA Consumer Duty expectations.
- Maintain clear process documentation, runbooks, and records of automation changes.
- Train Customer Service leadership and new team members on automation processes and system updates.
- Communicate workflow changes clearly to relevant stakeholders and cross functional teams.

Requirements:

- At least 5 years of experience in customer service operations, customer experience technology, business process automation, or equivalent experience scaling Customer Service operations through automation within a SaaS or fintech environment.
- Strong hands on experience with Zendesk, including automations, triggers, business rules, macros, routing, ticket fields, and workflow logic.
- Ideally, at least 2 years of direct Zendesk administration experience.
- Strong analytical skills with the ability to analyse ticket data, identify trends, and recommend improvements based on measurable results.
- Experience with customer experience analytics tools such as Tableau, Amplitude, or similar platforms is an advantage.
- Proven experience simplifying complex processes, reducing manual work, and delivering measurable operational improvements.
- Basic SQL knowledge or experience querying Zendesk data to analyse ticket trends.
- Experience with scripting, APIs, or system integrations is an advantage.
- Understanding of financial services compliance requirements, including FCA Consumer Duty, vulnerability screening, and audit trail requirements.
- Ability to incorporate regulatory and compliance requirements into automation design.
- Strong verbal and written communication skills in English.
- Ability to explain technical limitations and solutions in clear business language.
- Confidence presenting findings and recommendations to Customer Service leadership and cross functional teams.

What you will get in return:

- Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
- Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
- Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
- Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
- Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
- Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
- Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

## About capital.com

## Company Overview
- **One-liner**: Capital.com is a multi-award-winning, tech-driven online trading platform that empowers retail traders worldwide with CFDs, advanced tools, and educational resources.
- **Entity Type**: Private (Series A, $25M funding from VP Capital in 2017)
- **Headquarters**: Limassol, Cyprus (with offices in London, Dubai, Warsaw, Sofia, Melbourne)
- **Founded**: 2016
- **Founders**: Viktor Prokopenya

## Core Business
- **Primary industry/industries**: Financial Services (Online Brokerage, CFD Trading, Fintech)
- **Target customers**: B2C (retail traders, from beginners to experienced)
- **Mission or purpose statement**: To help traders make better decisions by giving them the tools and resources they need to trade with confidence.

## Products & Services
- **[Capital.com Platform]**: Web and mobile trading platform offering 5,500+ markets across multiple asset classes (forex, indices, shares, commodities, crypto). Features real-time data, advanced charting, and a responsive mobile app. (SaaS, mobile-first)
- **[Investmate App]**: Educational app for new and amateur traders, covering finance basics, risk management, and trading skills. (Service / Education)
- **[eQ (AI-Powered Trading Bias Detection)]**: A system that tracks trading behaviour, detects cognitive biases, and provides personalised educational materials and news. (AI tool)
- **[SmartFeed]**: A feed that delivers personalised financial news and educational content based on user behaviour. (AI-powered content engine)

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total client trading volume exceeded $1.2 trillion in 2023; over 880,000 traders; 1,000+ employees globally as of 2025.
- **Notable Investors/Partners**: VP Capital (lead investor); regulated by FCA (UK), CySEC (Cyprus), ASIC (Australia), SCA (UAE) and in other jurisdictions.
- **Growth Signals**: 34% year-over-year headcount growth (adding ~326 people); named "Fastest-Growing Company in the Middle East and Cyprus" for three consecutive years; expanded into UAE with a new regional head office; trading volumes grew 90% YoY in 2022; awarded "best in class" in five categories by ForexBrokers.com in 2024.

## Competitive Advantages
- **AI-first approach**: Proprietary behavioural analytics (eQ, SmartFeed) that help traders improve decision-making – a key differentiator from traditional brokers.
- **Global regulatory footprint**: Licensed in five major jurisdictions, providing trust and access to clients in 180+ countries.
- **Mobile-first from inception**: Launched as the first mobile-first broker in Europe, leading to a seamless cross-device experience.
- **Strong brand recognition**: Multi-award-winning with high ratings on Glassdoor (4.5) and among clients.

## Strategic Focus
- Continue expanding into new markets (e.g., UAE, Asia-Pacific).
- Deepen AI and machine learning capabilities to enhance personalisation and trading insights.
- Scale the educational ecosystem (Investmate, SmartFeed) to attract and retain retail traders.
- Grow headcount across engineering, product, and operations teams while maintaining a strong culture.

## Why Work Here
- **Culture**: Values-driven (ownership, curiosity, momentum) with a collaborative, international environment. Described as blending "the ambition of a scale-up with the collaboration of a close-knit team."
- **Work Model**: Hybrid working (where applicable); option to work abroad up to 30 days per year ("Workation Initiative").
- **Perks**: Private health insurance, performance-based bonuses, volunteering days, referral bonuses, social events, development and training support.
- **Engineering & Innovation**: Opportunity to work on a next-generation trading platform using AI, data, and scalable infrastructure. Teams are located across multiple continents, offering cross-cultural collaboration.
- **Reviews**: Glassdoor score 4.5; LinkedIn employer rating 4.3/5.0 (246 reviews) with high marks for Work-Life (4.4), Compensation (4.6), Culture (4.3), and Career (4.4).

## Sources
1. [careers.capital.com](https://careers.capital.com/)
2. [capital.com/en-gb/about-us/careers](https://capital.com/en-gb/about-us/careers)
3. [jobs.lever.co/capital](https://jobs.lever.co/capital)
4. [linkedin.com/company/capital.com](https://linkedin.com/company/capital.com)
5. [capital.com/en-int/about-us/our-history](https://capital.com/en-int/about-us/our-history)

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