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
