GTM Lead Zendesk & CX Systems Admin

Harvey; United States; Teletrabalho; USD 171 000 - 235 000; Tempo integral

Resumo da oferta

Harvey is seeking a Lead System Administrator for CX to own Zendesk and the broader customer experience stack, guiding configurations, automations, and governance. This senior IC role partners with CX Operations, Support, and Data teams to ensure reliable, scalable systems that support the full customer journey from pilot to renewal.

The role emphasizes hands-on configuration, automation, documentation, and effective collaboration with technical and non-technical teams to deliver high-impact

Qualificações

• 5+ years administering Zendesk in a high-volume, multi-team environment.
• Zendesk Administrator certification (Support Admin Expert or equivalent).
• Experience with sandbox testing, controlled deployment, and change documentation.
• Experience building Zendesk integrations with CRM or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks.
• Working knowledge of Salesforce as an integration partner (objects, field mapping, sync patterns).
• Experience building reporting and dashboards in Zendesk Explore or a similar tool.

Responsabilidades

• Own Zendesk: administer features, design scalable workflows, manage configuration lifecycle, and supervise vendor releases.
• Grow the CX stack: support Planhat and Sierra, evaluate new CX platforms, ensure security/compliance alignment.
• Run the function: manage enhancement backlog, lead projects, meet SLAs, engage with CX Operations and QA testing, provide training and runbooks.

Descrição da oferta de emprego

Harvey is seeking a Lead System Administrator for CX to own Zendesk and the broader customer experience stack, guiding configurations, automations, and governance. This senior IC role partners with CX Operations, Support, and Data teams to ensure reliable, scalable systems that support the full customer journey from pilot to renewal.

The role emphasizes hands-on configuration, automation, documentation, and effective collaboration with technical and non-technical teams to deliver high-impact