4+ years of recent experience administering Zendesk in a high-growth environment
Hands-on experience with skills-based and predictive ticket routing
Experience with AI-powered support tools like Zendesk AI agents and Copilot
Detail-oriented problem-solver with a strong work ethic
Team-first mentality and professional attitude
Bachelor's degree or equivalent experience
Responsibilities
Design and refine skills-based and AI predictive routing in Omnichannel Routing
Administer and optimize Zendesk Advanced AI agents
Manage triage and Copilot workflows for improved ticket handling
Oversee business rules, triggers, automations, and macros for multi-team support
Build dashboards and reports to analyze routing efficiency and agent performance
Refine escalation protocols and team workflows for optimal service
Maintain a comprehensive understanding of Empower's software
Benefits
Competitive compensation package including base salary, equity, and performance-based bonus
Opportunity to work remotely from anywhere in the U.S.
Be part of a team dedicated to improving the lives of gig workers
Full Job Description
Role Overview:
We're looking for an experienced Senior Zendesk Administrator to update and maintain our Zendesk platform as our Customer Experience organization scales.
This is a hands-on, high-impact role: you'll design and maintain skills-based and predictive routing, configure and manage our Zendesk AI agents, and keep our instance aligned with the latest Zendesk capabilities as they roll out. You'll partner closely with CS leadership, Support Ops, and Engineering to make sure our tooling scales to keep up with Empower's growth.
This is a remote position from anywhere in the United States.
Detailed 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
Candidate Requirements:
4+ years of recent experience administering Zendesk at a high growth company
Hands-on experience configuring skills-based routing and/or predictive ticket routing in a real production environment
Experience configuring and tuning AI-powered support tooling (Zendesk AI agents, Copilot, bots, or comparable) - you understand both the capabilities and the limits of automated resolution
Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quo
Team-first mentality and a professional attitude
Bachelor's or other 4-year degree
Preferred Experience:
Basic scripting/automation experience
Zendesk certification(s)
What do we offer?
Competitive compensation: $100,000 - $140,000 base salary (based on experience) + equity + performance-based bonus + competitive benefits
Being part of a great team to better the lives of gig workers
