Zendesk Specialist

Princess House, Inc.; Mansfield (MA); Remote; USD 70,000 - 110,000; Full time

Job summary

Princess House, Inc. seeks a Zendesk Specialist to administer and optimize our Zendesk platform, including AI-powered capabilities such as Zendesk AI Agents, bots, and Copilot tools. This role translates operational needs into scalable configurations and ensures platform stability and efficiency.

You will manage user access, monitor health, build dashboards in Zendesk Explore, and support knowledge base maintenance. The position is remote with occasional travel to the home office or events.

Qualifications

• 1-3 years Zendesk experience in a multi-channel contact center environment.
• Experience implementing or administering AI-powered customer service tools (Zendesk AI, bots, or similar).

Responsibilities

• Configure Zendesk workflows across ticket channels (forms, fields, triggers, automations, macros, views, SLAs).
• Administer Zendesk products: monitor health, manage users/roles/permissions, and maintain data security.
• Maintain marketplace apps and escalate integration needs to IT.
• Build and deploy AI Agent use cases and Copilot/Agent Assist capabilities; optimize AI performance and content.
• Create and maintain operational dashboards in Zendesk Explore to monitor queues, SLAs, and agent activity.
• Collaborate with CX leadership, IT, and partners to translate requirements into scalable configurations and adoption plans.
• Coordinate with Training Specialist to keep SOPs and AI responses aligned with policies.

Skills

Zendesk admin

AI tools

Multi-channel support

Dashboard analytics

Education

High School diploma

Tools

Zendesk Explore

Job description

The Zendesk Specialist supports the administration and day to day maintenance of our Zendesk platform, including AI-powered capabilities such as Zendesk AI Agents, bots, and Copilot tools. Reporting to the Customer Service Operations Manager, this role translates operational requirements into scalable platform configurations, drives workflow efficiency, and ensures the platform scales effectively to support our growing customer base. Success in this role is measured by platform stability, workflow efficiency, AI optimization, and the actionable insights derived from Zendesk reporting.

ESSENTIAL FUNCTIONS:

The incumbent may be required to perform all or a combination of the following essential functions as determined by business necessity:

Platform Configuration & Workflow Optimization

• Supports configuration and optimization of Zendesk workflows across all ticket channels, including ticket forms, fields, triggers, automations, macros, views, SLAs, routing, capacity rules, group assignments, and escalation workflows.

Platform Administration & Support

• Serve as the primary administrator for all Zendesk products, performing daily monitoring and health checks and maintaining platform accuracy.
• Manage user accounts, roles, permissions, groups, and organizational settings to control access and ensure data security.
• Maintains existing marketplace apps and escalates integration needs or issues to IT.
• Act as the technical resource for Zendesk platform issues, resolving system bugs and configuration errors quickly and effectively.
• Potential weekend coverage based on support needs and/or projects

AI & Knowledge Base Management

• Supports the build and deployment of Zendesk AI Agent use cases and Copilot/Agent Assist capabilities.
• Maintains knowledge base and assist Training Specialist with the structure and settings to ensure content is organized for agents and customers and optimized for AI consumption.
• Monitor AI performance (deflection rate, accuracy, CSAT impact) and present insights and recommended enhancements to the Customer Service Operations Manager for review.
• .

Reporting & Analytics

• Builds and maintains operational dashboards and reporting in Zendesk Explore to monitor queue health, backlog, SLA performance, response risk, agent activity, and channel-level performance.
• Provides analysis of key performance indicators and support metrics to CX leadership and the outsourced partner.

Cross-Functional Partnership & Continuous Improvement

• Partner with CX leadership, the outsourced partner, IT, and Zendesk resources to translate operational requirements into scalable platform configurations and adoption plans.
• Recommend platform enhancements based on agent feedback and system performance data, and support the Customer Service Operations Manager in prioritizing the platform enhancement roadmap.
• Coordinate with the Training Specialist so that training materials, SOPs, and AI responses reflect current platform configuration, brand voice, and business policies.

Other duties as assigned.

NON-ESSENTIAL FUNCTIONS:

In addition to the essential functions listed above, the incumbent may be required to perform other non-essential functions. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LEVEL OF SUPERVISION RECEIVED:

Works under the general supervision of the Customer Service Operations Manager, who assigns work, sets priorities, and reviews completed tasks. Performs routine platform administration using established procedures and documented standards. Configuration changes, new workflows, and AI Agent updates are completed as directed and require manager approval before deployment. Escalates non-routine issues, system errors, and requests outside established procedures to the Customer Service Operations Manager. May identify and share improvement ideas based on agent feedback and platform data.

EDUCATION, TRAINING and/or EXPERIENCE:

Must possess a High School diploma or equivalent. 1-3 years Zendesk experience in a multi-channel contact center environment (email, messaging, and voice). Experience implementing or administering AI-powered customer service tools (Zendesk AI, bots, or similar platforms) preferred.

TECHNICAL SKILLS, CERTIFICATES, and/or LICENSES:

Working knowledge of Zendesk suite's functionality and configuration.. Proven ability to build operational dashboards and custom reports in Zendesk.. Proven ability to configure workflows using triggers, automations, and macros. Preferred: Zendesk Certified Professional Administrator or Advanced Administrator certification

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Strong analytical skills with a track record of using data to drive system and process improvements.

LANGUAGE SKILLS:

Bilingual Spanish/English is preferred. Strong written and verbal communication skills with the ability to translate technical concepts to non-technical stakeholders.

ENVIRONMENTAL FACTORS and/or PHYSICAL DEMANDS:

Will use a computer keyboard, monitor, and mouse throughout the day. Remote position with occasional travel to home office / conferences/ Call Center based on business need. Remote positions require an ideal workspace to ensure comfort and privacy for sensitive information, individuals will use a computer keyboard, monitor, mouse and headset throughout the day.

SUPERVISORY RESPONSIBILITY (If Applicable):

This position has no direct supervisory responsibilities.