Workflow Solutions Specialist (Zendesk)

Job Description

Job Description

Company Introduction:

Airspace 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.

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.

Airspace has been rated one of America's best Startup Employers, listed as one of CNBC's Disruptor 50 companies, and featured as an Innovation and Disruption leader 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 raised more than $140m.

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.

About the job:

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.

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.

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.

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.

You're an ideal candidate if:

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.

You can provide specific examples of times when you've:

• 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
• 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 management tool").
• Designed Zendesk workflows that go beyond basic ticket routing - custom apps, dynamic forms, conditional automations, sophisticated SLA management, or external API integrations.
• Used APIs and webhooks to connect systems that weren't designed to work together.
• Said "yes, we can do that" when others assumed something wasn't possible.

You have a proven track record of completed technical builds, as well as user adoption and change management successes. Your skill set includes "checking the boxes", but more importantly you actively collaborate with stakeholders to refine their vision, identify edge cases they haven't considered, and propose solutions they didn't know were possible. We are a fast-growing company; it's critical to have team members who think in scale and aren't constrained by platform limitations.

What you'll do:

• Workflow Solutions Architecture (Primary focus)
• Partner with stakeholders across Revenue, Operations, and Executive teams to understand their workflow visions and pain points
• Design and build end-to-end workflows that may span multiple platforms (Salesforce, Zendesk, Slack, internal APIs, etc.)
• Create custom automations using APIs, webhooks, and integration platforms when native functionality falls short
• Example projects you might tackle:
• Create an escalation workflow that monitors SLA breaches across multiple ticket categories, automatically escalates to different teams based on shipment urgency, and alerts leadership when a breach occurs.
• Build a bidirectional sync between Salesforce accounts and Zendesk organizations that maintains data consistency, updates customer information in real-time, and prevents sync conflicts or duplicate records.
• Zendesk Platform Ownership:
• Administer and optimize the Zendesk instance for our support and operations teams
• Design sophisticated ticket routing, triggers, automations, and macros
• Build and maintain custom apps, integrations, and extensions
• Create and manage views, reports, and dashboards that drive operational decisions
• Manage user permissions, groups, and organizational structures
• Salesforce Platform Ownership:
• Support Business Systems & Operations team with buildouts of new system architecture
• Build custom objects, fields, validation rules, and flows
• Create reports and dashboards for Revenue and Operations teams
• Integration & Automation Excellence:
• Build and maintain API connections between business systems
• Write and troubleshoot webhook configurations
• Document technical implementations and integration architecture
• Strategic Partnership & Continuous Improvement:
• Proactively identify inefficiencies in current workflows and propose solutions
• Stay ahead of business needs by understanding upcoming initiatives and preparing technical groundwork
• Collaborate with Management to develop best practices for system requests and implementation

What we require:

• 5+ years of experience administering Zendesk, including advanced configuration (automations, triggers, apps, extensions, and custom integrations)
• 2+ years of experience being responsible for a Salesforce instance
• 7+ years of total experience in business systems administration
• Strong hands-on experience with APIs and integrations. You should be comfortable reading API documentation, testing endpoints, and building custom automations
• Proven ability to architect workflow solutions that span multiple platforms and tools
• Creative problem-solving mindset. You find ways to say "yes" rather than accepting platform limitations
• Expert level of report building (Salesforce, Looker, etc.)
• Demonstrated ability to balance high-priority strategic initiatives and operational execution / excellence
• Strong communication skills to translate technical concepts for non-technical stakeholders
• Experience with integration/automation platforms (Make, Zapier, Workato, or similar) strongly preferred
• Desire to learn and advance your career
• Humble, team-oriented contributor
• Salesforce Administrator Certificate required, Advanced Certificate a plus
• Zendesk certification is a plus but hands-on expertise is more important

Preferred experience:

• Experience with JavaScript, Python, or other scripting languages
• Familiarity with REST APIs, JSON, and webhook architecture
• Background in logistics, supply chain, or operations-heavy environments
• Experience building custom Zendesk apps or Salesforce Lightning components
• Knowledge of data modeling and relational database concepts

Salary Range: $100K - $115K annual salary

Core Values:

• We are One Team . We believe we all accomplish more when we are working together.
• We make an Impact . We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate . We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent . We pride ourselves on having open, honest, and sincere communication with our team and customers.
• We are Innovative . We never settle and are always striving to improve our product, service, and ourselves.

From life-saving organs to essential machinery components, Airspace is trusted by the world's largest companies and most critical healthcare organizations to move their most time-sensitive shipments on time, every time. Our proprietary AI-powered platform is the most advanced of its kind- awarded and protected by multiple patents, it provides speed, reliability, and transparency unrivaled in time-critical logistics. We are thinkers, builders, and doers; from building and deploying AI in the world to assembling a world-class operations team, Airspace is on a hypergrowth trajectory while remaining hyper-focused on the needs of our customers and team members.

With offices in the United States in Carlsbad, CA and in Europe in Amsterdam, Frankfurt, Stockholm, and London, we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors including Telstra, HarbourVest, Prologis, Qualcomm, Defy, and others, Airspace has raised $140M to date.

Join our team of 300+ technologists, futurists, and industry veterans as we work as One Team to revolutionize time-critical logistics.

Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations.

For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.