This is a fully remote position, open to applicants in Brazil, +4 more countries.

📋 Description

• Take charge of the Zendesk platform by overseeing user management, roles, groups, brands, views, and system configurations.

• Design and uphold triggers, automations, macros, and SLA policies.

• Oversee Zendesk integrations with telephony, messaging, e-commerce/billing systems, and internal applications.

• Diagnose and resolve data-flow issues across various integrations.

• Create and manage Zendesk Explore dashboards and reports that encompass volume, response times, CSAT, and agent performance metrics.

• Collaborate with CX leadership to identify challenges, test modifications, and enhance routing, forms, help center content, and self-service processes.

• Facilitate the onboarding of new agents and document operational processes.

• Act as the main Zendesk resource for the support team.

⛳️ Requirements

• A minimum of 3 years of experience administering Zendesk with significant ticket volume — Support experience is required; familiarity with Explore, Guide, Talk, and Chat is highly preferred.

• Proficient in automation with experience in creating non-trivial trigger and automation logic.

• Experience with Zendesk applications and marketplace tools; familiarity with API/webhook is a substantial advantage.

• Capability to create a clear Explore dashboard and articulate its insights.

• Experience with Zendesk AI features (such as bots and intelligent triage) or a strong interest in implementing them.

• Comfort with integrating AI tools into your workflow.

• Excellent written and verbal communication skills in English.

• Availability during US business hours to align with the US timezone.