Zendesk Administrator Jobs

Responsibilities:

• Track and drive prioritized Zendesk configuration changes.
• Design, develop, and implement new configurations and customizations for Zendesk – including leveraging third party apps and chatbot AI platforms to streamline operations and optimize customer satisfaction.
• Maintain up-to-date process documentation for Zendesk.
• Assist with development of the digital customer journey, and empowering customers with AI-enhanced self-service.
• Work with technical teams to ensure the reliability of our service delivery platforms.
• Maintain and manage the existing Zendesk configuration for all products.
• Develop and implement strategies for managing service delivery incidents and communicating effectively with customers during downtime or service interruptions.
• Assist with the monitoring and analyzing of Zendesk metrics and Key Performance Indicators to identify trends, areas for improvement, and optimize the customer experience.
• Collaborate with cross-functional teams, including product development, engineering, and marketing to ensure that customer needs are met or exceeded through the Zendesk platform.
• Leverage APIs and AI technologies to lead the design and implementation of methods and processes to drive operational excellence throughout our digital customer care experience.
• Identify, diagnose, and resolve issues that arise with CX tooling systems.

Required Qualifications:

• SaaS industry experience.
• Experience with Zendesk Theme customization preferred.
• Proven ability to deal with ambiguity in a rapidly changing business environment.
• Experience with AI bot configuration preferred.
• Ability to translate business requirements into technical deliverables.
• Ability to root cause and solve complex user issues within Zendesk.
• 3+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide, and Explore – including API/App integration and creating Explore dashboards to tell a story very clearly with KPIs.
• Ability to communicate vision, strategy, and statuses of projects to leadership.

• 15 paid vacation days, 11 observed national paid holidays plus 9 sick days
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions
• Opportunities for professional growth through professional learning and development programs
• Team bonding events and a highly collaborative environment
• 80% - 90% of health and welfare benefit premiums
• Commitment to Equal Opportunity Employment in addition to an inclusive and supportive company culture
• Access to our internal DEI Task Force that focuses on ensuring our products represent all children on a global scale
• A 401(k) program with employer match