Our client runs a high-volume customer support operation on Zendesk, and the platform is the backbone of how thousands of patients get help every day. You'll own the Zendesk instance end to end — keeping it fast, clean, and smart — so support agents spend their time helping customers instead of fighting their tools.
This is a hands-on administrator role for someone who treats a support platform like a product: measured, iterated, and always improving.
Responsibilities:
- Own the instance — manage users, roles, groups, brands, and views; keep the configuration clean as the team scales.
- Build the automation layer — design and maintain triggers, automations, macros, and SLA policies that route tickets to the right people at the right time.
- Connect the stack — manage integrations with the tools around Zendesk (telephony, messaging, e-commerce/billing systems, internal apps) and troubleshoot when data stops flowing.
- Run the numbers — build and maintain dashboards and reporting (Zendesk Explore) on volume, response times, CSAT, and agent performance; surface what leadership needs to see.
- Improve the workflows — partner with CX leadership to spot friction, test changes, and roll out improvements to routing, forms, help center content, and self-service flows.
- Support the team — onboard new agents, document processes, and act as the go-to resource for anything Zendesk.
Requirements
- 3+ years administering Zendesk at meaningful ticket volume — Support required; Explore, Guide, Talk, and Chat experience strongly preferred.
- Automation fluency — you've built non-trivial trigger and automation logic and know how to keep it from becoming spaghetti.
- Integration experience — comfortable with Zendesk apps and marketplace tools; API/webhook familiarity is a strong plus.
- Data instincts — you can build a clean Explore dashboard and explain what it says.
- AI-forward mindset — experience with Zendesk AI features (bots, intelligent triage) or a demonstrated appetite to deploy them; comfort using AI tools in your own workflow is expected.
- Strong written and spoken English — you'll work directly with a US-based CX and leadership team.
- US timezone overlap — availability during US business hours.
Benefits
Why This Role
- Own the platform outright — no committee, no layers; you propose it, you ship it.
- High-visibility work: support performance is a leadership-level metric at this company.
- Long-term, stable engagement through Maxana with direct integration into the client's team.
- Fully remote with LATAM-friendly hours.
- Competitive pay