(Senior) Operations Tooling Manager (d/f/m)

Our story:

Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence.

Spread across Germany, Spain and the UK, the team at Taxfix Group with its brands Taxfix, Steuerbot and TaxScouts, is a compassionate group of solution-finders. We speak our minds openly, and with over 400 professionals, including tax experts, developers, and IT security experts, we're rich in ideas and voices. The group has facilitated more than 3.5 billion euros in tax refunds for its customers since its founding in 2016.

Your challenge

At Taxfix, we aim to simplify complex financial processes to empower people to feel confident and in control. As our Senior Operations Tooling Manager, you will be at the heart of enabling our operations teams to scale efficiently and deliver a seamless customer experience. You’ll own and optimise the tooling ecosystem—with Zendesk as the backbone—and act as a systems architect who turns business challenges into intuitive solutions. This role blends hands-on technical work with cross-functional collaboration, and is perfect for someone who thrives on building scalable systems that drive impact across customer support and operations.

Your responsibilities

• Administer and continuously improve our Zendesk platform across modules like Support, Guide, Chat, and Talk, ensuring it's aligned with operational needs and scalable growth.

• Design, implement, and maintain automations, triggers, and workflows to enhance team productivity and drive consistent service quality.

• Own the full operational tooling ecosystem—including knowledge management, QA, WFM, internal comms platforms and other customer-facing platforms — and ensure tools are integrated and governed effectively.

• Collaborate with engineering and data teams to integrate systems via APIs and webhooks, enabling a connected ecosystem between Zendesk, our CRM, data warehouse, HRIS, and more.

• Build reliable reporting pipelines, combining multiple data sources into a single source of truth to enable strategic decision-making.

• Monitor and troubleshoot system issues, coordinate with vendors, and drive resolution to ensure system reliability.

• Maintain comprehensive documentation for all systems, configurations, and admin processes to ensure continuity and knowledge sharing.

• Lead and contribute to continuous improvement initiatives that enhance tool usage, processes, and customer experience.

Your profile

• You bring at least 1–2 years of direct experience administering the Zendesk Support Suite in a dynamic, high-growth environment—ideally in fintech, SaaS, or a similar operations-heavy setting.

• You have a strong grasp of workflow design in Zendesk (or similar tools), with a proven ability to create macros, triggers, automations, and custom configurations that solve real-world challenges. Demonstrated history of successfully owning or co-managing an ecosystem of operational tools and knowing how to evaluate and implement solutions with a long-term, scalable lens is a plus.

• You’re comfortable writing and reading scripts using Python or JavaScript to work with APIs or automate processes, and you understand front-end basics (HTML/CSS/JS) to adjust Zendesk Guide or build lightweight tools.

• You know your way around reporting—whether through Zendesk Explore or BI tools like Tableau, Power BI, or advanced Excel—and can merge different data sources into coherent, actionable insights.

• You’re a natural collaborator, with the communication skills to align stakeholders from operations, engineering, and beyond, and the mindset of an internal consultant who empowers teams through tooling.

• Bonus points if you hold Zendesk certifications or have managed other SaaS platforms like Salesforce, Jira, or QA tooling.

Why Taxfix? 

• A chance to do meaningful, people-centric work with an international team of passionate professionals.

• Holistic well-being with free mental health coaching sessions and yoga.

• A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like.

• Employee stock options for all employees—because everyone deserves to benefit from the success they help to create.

• 30 annual vacation days and flexible working hours.

• A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.

• Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.

• Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible.

• Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions.

• Have a four-legged friend in your life? We’re happy to have dogs join us in the office.

Excited? So are we. Learn more about Team Taxfix on our blog and get a glimpse of our culture.

At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves.

Not sure if you meet all the requirements for this role? Please apply anyway. You might bring something special to the team that we hadn't considered previously.