Senior Zendesk Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Conceptualize, develop, and continually enhance skills-based routing and AI-driven predictive routing within Omnichannel Routing.

• Oversee and optimize Zendesk Advanced AI agents.

• Manage triage and Copilot workflows effectively.

• Sustain intelligent triage, topic and intent detection, along with Copilot suggestions to enhance ticket categorization, tagging, and prioritization.

• Oversee business rules, triggers, automations, macros, views, forms, fields, and workspaces for a rapidly scaling, multi-team organization.

• Create Explore dashboards and reports focusing on routing efficiency, AI resolution rates, and agent performance.

• Provide data insights to guide staffing and process-related decisions.

• Improve escalation protocols and team workflows to maximize speed and accuracy.

• Maintain an in-depth understanding of Empower’s software.

• Collaborate with CS leadership, Support Operations, and Engineering to enhance customer support tools.

⛳️ Requirements

• 4+ years of relevant experience managing Zendesk in a high-growth company.

• Practical experience in configuring skills-based routing and/or predictive ticket routing in a live production setting.

• Familiarity with configuring and fine-tuning AI-powered support tools (such as Zendesk AI agents, Copilot, bots, or similar).

• Detail-oriented, energetic, driven, and a problem-solver with an outstanding work ethic, eager to join a team that challenges the status quo.

• A team-first mentality paired with a professional demeanor.

• Bachelor’s degree or another 4-year degree.

• Basic scripting/automation skills are preferred.

• Zendesk certification(s) are a plus.

🏝️ Benefits

• Equity.

• Performance-based bonus.

• Competitive benefits.

• Opportunity to be part of a fantastic team dedicated to improving the lives of gig workers.