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CRM System Administrator

About Skillz:

Skillz is the leading mobile games platform connecting players in fair, fun, and meaningful competition.

The gaming industry is larger than movies, music, and books, with more than 2.7 billion gamers playing monthly and 10 million developers worldwide. Mobile is the fastest-growing segment of the gaming market, expected to increase from $77 billion in 2020 to $150 billion in 2025.

As the first publicly-traded (NYSE: SLZ) mobile esports platform, Skillz has pioneered the future of the gaming industry. The Skillz platform helps developers build multi-million dollar franchises by enabling social competition in their games. Leveraging its patented technology, Skillz hosts billions of casual esports tournaments for millions of mobile players worldwide, and distributes millions in prizes each month.

Through its philanthropic initiatives, Skillz has harnessed the power of its platform to transform the way nonprofits engage with donors, enabling anyone with a mobile device to support causes such as the American Red Cross , Susan G. Komen , American Cancer Society , and NAACP by playing in Skillz tournaments.

Skillz has also earned recognition as one of Fast Company’s Most Innovative Companies , a two-time winner of CNBC’s Disruptor 50 , one of Forbes’ Next Billion-Dollar Startups , and the #1 fastest-growing company in America on the Inc. 5000.

Who we’re looking for :

Are you passionate about building a network of detailed Zendesk reports to help build the future of competition? Do you thrive on ensuring operations run smoothly with a strong attention to detail? Bring your natural curiosity and analytical mind to the Skillz team! We’re looking for someone to oversee the daily configuration and maintenance of our Zendesk account and its instances. You will be the point of contact for the platform’s capabilities and related support tool configurations. You are a CRM Administrator who will be the driver for the Zendesk platform that enables a multichannel approach to engaging with our players while improving internal processes for our Player Relations team.

A successful candidate for this role must exhibit extraordinary attention to detail, Process Development experience, strong Project Management skills, and demonstrated mastery of Zendesk administration tasks.

Roles and Responsibilities

• Evaluate and configure Zendesk, and provide detailed end user documentation
• Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
• Complete regular internal system audits and prepare for upgrades as well as take ownership and monitor system access
• Assist in the creation of long-term strategic goals for high data quality and appropriate data use
• Use analytics to improve ticket deflection and agent productivity
• Monitor data quality, data migrations, and data integration.
• Provide Zendesk support to Cross-functional teams, diagnosing and resolving problems
• Effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items

Requirements:

• 3+ years experience as an Administrator with Zendesk (Support, Chat, Talk, Guide) and Help Desk experience working with Customer Support teams
• Strong understanding of core Zendesk functionality (Support module), such as: Brands, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc.
• Strong usage of Zendesk API and its functional applications
• 3-5 years business analysis, business process engineering or project management (preferred)
• Experience with Zendesk Explore analytics tool
• Tech start up and gaming experience (strongly preferred)
• Strong ability to turn raw data into a coherent user story
• This role is a 6 month contract with the possibility of extension
• The role is fully remote adhering to west coast hours

Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance .