Senior Zendesk Administrator — AI-Driven CX (Remote)

Empower; United States; Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Equity

Performance-based bonus

Competitive benefits

Job summary

Empower in the United States is seeking an experienced Senior Zendesk Administrator to update and maintain our Zendesk platform as our Customer Experience organization scales.

This hands-on, high-impact role designs and maintains skills-based routing and predictive routing, configures and manages AI agents, and collaborates with CS leadership, Support Ops, and Engineering to ensure our tooling scales with growth, while staying aligned with the latest Zendesk capabilities as they roll out.

Qualifications

• 4+ years of Zendesk administration in a high-growth company.
• Hands-on experience configuring skills-based and/or predictive ticket routing in production.
• Experience configuring and tuning AI-powered support tooling (Zendesk AI agents, Copilot, bots, or comparable).
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic.
• Team-first mentality and a professional attitude.
• Bachelor's or other 4-year degree.

Responsibilities

• Design, build, and continuously refine skills-based routing and AI-based predictive routing in Omnichannel Routing
• Administer and optimize Zendesk Advanced AI agents
• Manage triage and Copilot workflows. Maintain intelligent triage, topic/intent detection, and Copilot suggestions to improve ticket categorization, tagging, and prioritization
• Manage business rules, triggers, automations, macros, views, forms, fields, and workspaces to support a fast-scaling, multi-team organization
• Build dashboards and reports (Explore) on routing efficiency, AI resolution rates, and agent performance; surface data to inform staffing and process decisions
• Continuously refine escalation protocols and team workflows to optimize speed and accuracy
• Maintain a comprehensive understanding of Empower's software

Skills

Zendesk administration

AI agent configuration

Skills-based routing

Ticket routing

Dashboard reporting

Detail-oriented

Education

Bachelor's degree

Tools

Zendesk AI

Copilot

Job description

Empower in the United States is seeking an experienced Senior Zendesk Administrator to update and maintain our Zendesk platform as our Customer Experience organization scales.

This hands-on, high-impact role designs and maintains skills-based routing and predictive routing, configures and manages AI agents, and collaborates with CS leadership, Support Ops, and Engineering to ensure our tooling scales with growth, while staying aligned with the latest Zendesk capabilities as they roll out.