Senior Customer Support Systems Administrator

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Oversee the implementation of Zendesk, ensuring intraday maintenance and support during periods of strategic business expansion.

• Collaborate with Systems Administrators to uphold a unified Zendesk ecosystem.

• Create and sustain an internal knowledge repository for Zendesk configuration and procedural guidelines.

• Generate, assess, and report on Zendesk metrics to inform enhancements in customer service strategies.

• Conduct audits to identify gaps and efficiencies, leading initiatives for improvement or expansion projects.

• Manage the configuration, maintenance, performance, and optimization of the customer support technology stack.

• Implement, oversee, and uphold system security protocols.

• Direct sprint prioritization and delivery, monitor progress, and ensure tasks are completed on schedule.

• Assess new features, releases, applications, and integrations within Zendesk.

• Spot opportunities for workflow automation, particularly through AI solutions.

• Develop backend processes that are cost-effective and time-efficient in collaboration with the broader IT team, including integrations with CS tools and Okta.

• Establish, formalize, and document administrative processes and controls for Zendesk to ensure regulatory compliance.

• Collaborate with Risk and Compliance stakeholders to mitigate regulatory risks.

• Address ad hoc Zendesk support requests from customer-facing teams, including CS, Risk, Disputes, and Partnerships.

• Provide technical guidance and training in collaboration with L&D and through direct interactions.

• Work with engineering teams to foster continuous improvement of Zendesk.

• Partner with business teams to enhance processes, manage change control, and provide project updates.

• Stay informed on industry trends and best practices.

• Lead initiatives aimed at enhancing the experiences of customers, agents, and the business as a whole.

⛳️ Requirements

• 3–5 years of direct experience as a Zendesk Administrator.

• In-depth knowledge of the Zendesk platform.

• Understanding of system security, monitoring tools, and cloud infrastructures like AWS or Azure.

• Experience with Zendesk integration across a company's technology stack.

• Familiarity with AI-based customer support tools and the ability to identify automation opportunities.

• Exceptional troubleshooting and analytical capabilities.

• Proficiency in swiftly diagnosing and resolving technical issues.

• Strong interpersonal skills and the ability to convey technical concepts to non-technical team members.

• Background in working within cross-functional teams and promoting a customer-centric culture.

• Experience in regulated environments, such as banking or fintech, including the documentation of processes and controls for compliance.

• Familiarity with AI chatbot or conversational automation platforms.

• Knowledge of customer support tools like Fin, Guru, or Rippit.

🏝️ Benefits

• Competitive base salary.

• Equity options (stock options/RSUs).

• Comprehensive benefits package.

• Reasonable accommodations available during the recruitment process for applicants with disabilities or special needs.