Zendesk Platform Lead — Automation, AI & Insights

Maxana; Puerto Rico; Remote; USD 90,000 - 130,000; Full time

Job summary

Maxana is seeking a hands-on Zendesk administrator to own and optimize the customer support platform used by thousands of patients daily.

You will design automation, integrate with surrounding tools, and build Explore dashboards to surface leadership metrics. The role emphasizes a product-minded approach, continuous improvement, and clear English communication within US business hours.

Qualifications

• 3+ years administering Zendesk at meaningful ticket volume.
• Experience with Zendesk Explore dashboards and reporting.
• Familiarity with Zendesk apps and marketplace tools.

Responsibilities

• Own the Zendesk instance end-to-end—manage users, roles, groups, brands, and views; keep configuration clean as the team scales.
• Design and maintain triggers, automations, macros, and SLA policies to route tickets correctly.

Skills

Zendesk Administration

Automation

Zendesk Explore

Data Dashboards

AI Features

English Proficiency

US Timezone Overlap

Tools

Zendesk Apps

API/Webhooks

Job description

Maxana is seeking a hands-on Zendesk administrator to own and optimize the customer support platform used by thousands of patients daily.

You will design automation, integrate with surrounding tools, and build Explore dashboards to surface leadership metrics. The role emphasizes a product-minded approach, continuous improvement, and clear English communication within US business hours.