About the job:
As the Zendesk Administrator, you will be an essential member of the Customer Success and Support Operations teams, responsible for customizing and managing our Zendesk environment to deliver seamless support experiences. You will work closely with cross-functional teams to understand business needs and ensure the effective configuration, automation, and optimization of the platform. In this role, you will develop workflows, set up system integrations, deliver reports and implement best practices to help our customer support team work more efficiently. You'll also manage roles and permissions, monitor system performance, and proactively identify opportunities for improvement, keeping our Zendesk environment aligned with evolving business needs.
What you’ll do
System Configuration and Administration: Customize and configure Zendesk according to business requirements, including ticket workflows, macros, triggers, automations, and system integrationsRole and Permission Management: Oversee user access, manage roles, and enforce permission policies to maintain system security and efficiencyIntegration and Automation: Set up and maintain integrations between Zendesk and other business tools (e.g., Zendesk API, Salesforce, CRM platforms) to ensure data flows seamlessly across systemsMonitoring and Reporting: Create and maintain performance dashboards, analyze KPIs, and deliver insights to enhance operational efficiencyEnd-User Support: Provide ongoing support to agents and administrators by resolving issues, implementing customization requests, and ensuring best practices are followedProcess Improvement: Continuously evaluate the system to identify areas for improvement, proposing and implementing new workflows or automations that streamline operationsTraining and Documentation: Develop and conduct training sessions for new users on the system and create/maintain system documentation to ensure consistent usage and adoptionData Quality: Ensure data integrity within Zendesk, monitoring for issues, and maintaining accurate information across all support-related records What you need to succeed
Experience 3+ years of experience as a Zendesk AdministratorExperience with Zendesk Support, Chat, Guide, and Explore.1-5 years of experience, with a good knowledge of the SaaS business model and KPIs Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science) Technical Skills:
In-depth knowledge of Zendesk administration, including system configuration, workflows, automations, and integrationsExperience with system integrations and exposure to APIs and data flow managementFamiliarity with managing roles, permissions, and user access in a complex organizational structureStrong understanding of customer support operations, metrics, and key performance indicators (KPIs)Data analysis skills to monitor and report on system performanceFamiliarity with Salesforce, Google Analytics, and Customer Success toolsComfortable implementing and enforcing data quality rules and documentation best practicesSoft Skills
Excellent problem-solving skills with a proactive mindsetStrong communication skills for interacting with stakeholders across different teams and levelsAbility to manage multiple projects, prioritize tasks, and work independentlyHigh attention to detail, ensuring data accuracy and system reliabilityA self-starter with a desire to continually learn new tools and best practices in system administrationHigh attention to detail, ensuring data accuracy and system reliabilityCan work fast and handle tight deadlinesWhy Contentsquare
We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefitsWe are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.Our clients, partners and investors love our industry-leading product Contentsquare is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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