Job Description
Support Operations Specialist (Zendesk, Part‑Time)
Scandit POLAND
Imagine the What. Build the How.
Scandit gives people superpowers. Whether enabling delivery drivers to make quicker deliveries, matching a patient with their medication or allowing retailers to make store operations more efficient, our technology automates workflows and provides actionable insights to help businesses in a variety of industries. Join us, as we continue to expand, grow and innovate, and help take Scandit to the next level.
Your opportunity
As a Support Operations Specialist at Scandit, you’ll be the go‑to person for keeping our Zendesk setup smart, efficient, and reliable. Your main goal is to ensure that our support team has a well‑structured, automated workspace where the right tickets surface at the right time, without unnecessary manual checks.
This is a remote, part‑time role (25%) based in Poland, and is ideal for someone who enjoys systems thinking, process optimization, and making tools work smarter for people.
Here’s how you’ll contribute:
Keep Zendesk working for the team
- Design, maintain, and refine Zendesk views, macros, routing rules, SLAs, and triggers to support clear prioritization for Support Engineers (e.g., surfacing tickets that are breaching or have been open for a long time).
- Set up and adjust automations to reduce manual checking and ensure tickets are always in the right queue or status.
Continuously improve workflows
- Regularly review ticket queues, aging tickets, and key support metrics in Zendesk (e.g., response time, resolution time, backlog) to identify areas for improvement.
- Propose and implement small, incremental changes that improve visibility, reduce friction, or eliminate manual steps for the support team.
- Stay informed about relevant Zendesk feature updates, betas, or deprecations that could impact our setup.
Collaborate with the team
- Work closely with Support Engineers to understand pain points in their day‑to‑day use of Zendesk and translate that feedback into configuration or automation improvements.
- Align with Product and Engineering where needed if any workflow changes affect integrations, custom fields, or reporting.
- Manage light reporting out of Zendesk to inform planning and prioritization.
Note: This is primarily an internal tooling and process role; it is not a customer‑facing support position.
What you can expect
- A high‑impact, focused role where small improvements can make a big difference to our support team.
- Autonomy to manage your time and propose changes.
- Collaboration with experienced Support Engineers and cross‑functional stakeholders.
- A fully remote setup within Poland, with digital tools and practices that support distributed work.
Who we look for
Experience & skills
- Experience with Zendesk or a similar support platform as an admin, power user, or process owner.
- Understanding of support concepts (priorities, SLAs, escalations, backlog management).
- Strong analytical and problem‑solving skills; you enjoy simplifying workflows.
- Fluent in English, with clear written and verbal communication.
- Comfortable working independently in a part‑time (25%) role.
Nice to have
- Previous experience in Support Operations or as a Zendesk Administrator.
- Experience working with distributed or technical teams.
- Basic understanding of integrations or reporting.
Practical
- You are based in Poland and eligible to work there.
- You’re excited to help our support organization scale efficiently by making Zendesk work smarter, not harder.
The good stuff Here are just some of the reasons why people choose to build their career at Scandit:
- We are certified as a “Great Place to Work” in 7 countries!
- Smart, people-first culture
- Flexible, office, hybrid, or home working
- Innovation hackathons
- Global team outings
- Festive/end-of-year all-company celebrations
- Your birthday off
- Learning and development opportunities
- An attractive individual equity plan in a high-growth company
- Top-notch tech pack to enable you to do your most productive work
- Brand new optimized-for-hybrid working HQ in Zurich, as well as local offices in hotspots London, Tampere, Warsaw, Boston and Tokyo
- As well as specific benefits related to the location you are joining
At Scandit we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be a safe space for all.
All qualified applicants will receive consideration for employment without regard to race, color, nationality, religion, sexual orientation, gender, gender identity, age, physical [dis]ability or length of time spent unemployed.
Imagine the What. Build the How.
“Everybody is welcome here” - Is a celebrated component of our DNA.
At Scandit we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be a safe space for all.
All qualified applications will receive consideration for employment without regard to race, color, nationality, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed.
We help you capture every opportunity. www.scandit.com
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