About Tala

Tala is dedicated to unlocking the economic potential of the Global Majority—the 4 billion people often excluded from traditional financial systems. With close to $500 million raised in equity and debt, we serve millions of customers across three continents. Tala has been recognized on the Fortune Impact 20 list, CNBC’s Disruptor 50 for five consecutive years, CNBC’s World’s Top Fintech Company, and Forbes’ Fintech 50 for eight years straight. We are growing our product offerings, entering new markets, and exploring crypto, and we’re looking for entrepreneurial individuals who are passionate about our mission.

Our unique platform delivers lending and other financial services globally, enabling people in emerging markets to launch and grow small businesses, manage daily expenses, and pursue financial goals with confidence. Over nine million people in Kenya, the Philippines, Mexico, and India have used Tala’s products. With a global team, we operate with a remote-first mindset and maintain offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, Philippines; and Bangalore, India.

Most team members, or “Talazens,” join us because they believe in our mission. If you’re excited about making a meaningful impact, we’d love to hear from you!

We’re hiring a Customer Care Platform Specialist to oversee and enhance our Zendesk platform, while bringing expertise in other customer experience (CX) platforms like Salesforce, Intercom, or Freshdesk. This role is vital to ensuring our customer care teams in Mexico, Kenya, the Philippines, and India provide top-tier support efficiently.

The ideal candidate will have a solid technical foundation, extensive experience with at least one major CX platform, a knack for problem-solving, and a strong commitment to delivering excellent customer experiences.

What You’ll Do

– Platform Management: Oversee and maintain Zendesk, including user setup, ticket routing, automation, and integrations.
– System Optimization: Improve workflows and processes in Zendesk. Implement best practices to boost efficiency, including designing workflows, macros, triggers, automation rules, and deflection strategies.
– Reporting and Analytics: Create and analyze dashboards to track key metrics like CSAT, ticket reopen rate, automation deflection, first response time, and resolution time using tools like Zendesk Explore, Snowflake, or Looker. Collaborate with Analytics Engineering to automate reporting.
– Configuration and Customization: Tailor CX platforms to meet evolving needs, including integrating AI/ML chatbots (e.g., Forethought, Zendesk AI).
– AI Plugin Management: Develop and refine automations using third-party AI tools integrated with Zendesk. Review AI insights and work with Product teams to automate user actions via APIs.
– Integration Support: Collaborate with Product, Engineering, and IT to integrate Zendesk with CRM systems, ensuring smooth workflows and data accuracy.
– Training and Support: Train and support customer care agents on platform features and best practices.
– Troubleshooting: Quickly identify and fix technical issues within Zendesk.
– Stay Updated: Keep up with Zendesk updates and new features, recommending and implementing improvements.
– Collaboration: Work closely with Product, Engineering, and CX leaders across markets to drive meaningful impact.

What You’ll Need

– 5+ years of experience managing a major CX platform (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, etc.)
– Deep understanding of ticketing workflows, automation, macros, triggers, and omnichannel support. Expertise in Zendesk features and best practices.
– Experience designing automation and AI-driven deflection strategies (e.g., chatbots).
– Strong technical skills, including experience with Zendesk APIs and integrations.
– Proficiency in data analysis and reporting, with the ability to draw insights from Zendesk data.
– Excellent problem-solving and troubleshooting abilities.
– Strong written and verbal communication skills, with the ability to deliver effective training.
– Ability to navigate ambiguity and analyze trends independently.
– Strong project management skills and ability to prioritize in a fast-paced environment.
– Experience working with global teams and a passion for serving underserved communities in Mexico, the Philippines, Kenya, and India.

Our vision is to create a new financial system where everyone has equal access to the tools they need for financial well-being. We believe diversity drives innovation and are proud of our inclusive global team representing a wide range of backgrounds, cultures, and experiences. We welcome talented individuals of all races, religions, colors, national origins, genders, gender expressions, sexual orientations, ages, marital statuses, veteran statuses, and abilities.