Zendesk Administrator (Remote - LATAM)

Maxana; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote access

LATAM-friendly hours

Job summary

Maxana is seeking a hands‑on Zendesk Administrator for a high‑volume support operation running on Zendesk. You’ll own the instance end to end, keeping it fast, clean, and smart so agents can help customers rather than fight the tools.

This remote role requires 3+ years administering Zendesk, including Explore, Guide, Talk, and Chat. You’ll build automation, manage integrations, and run dashboards while partnering with CX leadership to improve routing and self‑service.

Qualifications

• 3+ years administering Zendesk at meaningful ticket volume.

Responsibilities

• Own the Zendesk instance — manage users, roles, groups, brands, and views; keep the configuration clean as the team scales.
• Build the automation layer — design and maintain triggers, automations, macros, and SLA policies that route tickets to the right people at the right time.
• Connect the stack — manage integrations with Zendesk tools (telephony, messaging, e-commerce/billing systems, internal apps) and troubleshoot data flow.
• Run the numbers — build and maintain Explore dashboards on volume, response times, CSAT, and agent performance.
• Improve workflows — partner with CX leadership to spot friction, test changes, and roll out improvements to routing, forms, help center content, and self‑service flows.
• Support the team — onboard new agents, document processes, and act as the go‑to Zendesk resource.
• Automation fluency — build non‑trivial trigger/automation logic and prevent spaghetti.
• Integration experience — comfortable with Zendesk apps and API/webhook familiarity.
• Data instincts — explain what Explore dashboards show to leadership.
• AI-forward mindset — experience with Zendesk AI features or appetite to deploy them.
• Strong written and spoken English — you’ll work with a US‑based CX and leadership team.
• US timezone overlap — availability during US business hours.

Skills

Zendesk administration

Automation & triggers

Data dashboards

Integrations & API/webhooks

AI features in Zendesk

English proficiency

US time zone overlap

Tools

Zendesk Explore

Zendesk Guide

Zendesk Talk & Chat

APIs & Webhooks

Job description

Our client runs a high-volume customer support operation on Zendesk, and the platform is the backbone of how thousands of patients get help every day. You’ll own the Zendesk instance end to end — keeping it fast, clean, and smart — so support agents spend their time helping customers instead of fighting their tools.

This is a hands‑on administrator role for someone who treats a support platform like a product: measured, iterated, and always improving.

Responsibilities:

• Own the instance — manage users, roles, groups, brands, and views; keep the configuration clean as the team scales.
• Build the automation layer — design and maintain triggers, automations, macros, and SLA policies that route tickets to the right people at the right time.
• Connect the stack — manage integrations with the tools around Zendesk (telephony, messaging, e-commerce/billing systems, internal apps) and troubleshoot when data stops flowing.
• Run the numbers — build and maintain dashboards and reporting (Zendesk Explore) on volume, response times, CSAT, and agent performance; surface what leadership needs to see.
• Improve the workflows — partner with CX leadership to spot friction, test changes, and roll out improvements to routing, forms, help center content, and self‑service flows.
• Support the team — onboard new agents, document processes, and act as the go‑to resource for anything Zendesk.
• 3+ years administering Zendesk at meaningful ticket volume — Support required; Explore, Guide, Talk, and Chat experience strongly preferred.
• Automation fluency — you’ve built non‑trivial trigger and automation logic and know how to keep it from becoming spaghetti.
• Integration experience — comfortable with Zendesk apps and marketplace tools; API/webhook familiarity is a strong plus.
• Data instincts — you can build a clean Explore dashboard and explain what it says.
• AI-forward mindset — experience with Zendesk AI features (bots, intelligent triage) or a demonstrated appetite to deploy them; comfort using AI tools in your own workflow is expected.
• Strong written and spoken English — you’ll work directly with a US‑based CX and leadership team.
• US timezone overlap — availability during US business hours.

Why This Role

• Own the platform outright — no committee, no layers; you propose it, you ship it.
• High‑visibility work: support performance is a leadership‑level metric at this company.
• Long‑term, stable engagement through Maxana with direct integration into the client’s team.
• Fully remote with LATAM‑friendly hours.
• Competitive pay