Technical Optimisation Specialist

**Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way—but there's still an exciting journey ahead. Join us at the heart of trust.**

The Optimisation team sits within Trustpilot's Content Integrity & Trust & Safety department. We're a small but dynamic team based in London, Copenhagen, and Lithuania, working together to enhance platform efficiency and operational excellence.

We roll up our sleeves and work collaboratively on projects, ensuring that no challenge is too big or too small. If you're passionate about technical optimisation, excited by system transitions, and eager to upskill in Salesforce, we'd love to hear from you

We're looking for a Technical Optimisation Specialist to join our Trust & Safety team within the Reporting & Optimisation division. This role will be pivotal in optimising and supporting Zendesk as our primary operational tool while preparing for a transition to Salesforce Service Cloud (SFSC). As part of this transition, you'll have the opportunity to upskill to an Admin level in Salesforce, ensuring smooth operations and continued system support.

**What you'll be doing**:

- Zendesk Optimisation & Administration (Primary Focus)
- Manage and configure Zendesk to meet the operational needs of the Trust & Safety team.
- Provide technical support, troubleshoot issues, and ensure system efficiency and mínimal downtime.
- Optimise workflows, automations, macros, and triggers to enhance team productivity.
- Develop and maintain reporting dashboards to provide actionable insights into system performance.
- Create and deliver training materials to support effective use of Zendesk. Work closely with key stakeholders to identify and implement process improvements.
- Salesforce Transition & Upskilling (Future Focus)
- Collaborate with the Salesforce project team to facilitate a smooth migration from Zendesk to SFSC.
- Undertake Salesforce Admin training, building the skills required to support and maintain the new system.
- Assist in documenting processes, ensuring a seamless transition between platforms.
- Support sandbox testing and configuration ahead of the Salesforce go-live.
- Operational Support & Continuous Improvement
- Oversee and optimise the use of Zendesk, Salesforce, LivePerson, and other operational tools.
- Work closely with Workforce Planning and Analytics teams to leverage data for improved decision-making.
- Handle user onboarding/offboarding, access permissions, and IT-related system queries.
- Maintain documentation for system configurations, ensuring clarity and continuity across teams.

**Who you are**:

- Hands-on experience with Zendesk administration, including automation, triggers and reporting
- Salesforce Admin Level 1 certification
- Familiarity with system migrations and best practises for platform transitions (preferred, but not essential)
- Strong problem-solving skills, with the ability to identify inefficiencies and recommend solutions
- Excellent data analysis and reporting skills, helping to drive data-informed decisions

**What's in it for you**:

- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday per year, increasing to 28 days after 2 years of employment
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
- Pension and life insurance
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- Full access to Headspace, a popular mindfulness app to promote positive mental health
- Paid parental leave
- Season ticket loan and a cycle to work scheme
- Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
- Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
- Independent financial advice and free standard professional mortgage broker advice

**Still not sure?**

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don't feel you don't meet all the requirements, we'd still really like to hear from you

LI-SK1

**About us**

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and