[Hiring] Senior Zendesk Administrator @Empower

Role Description

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:

• Design and maintain skills-based and predictive routing.
• Configure and manage our Zendesk AI agents.
• Keep our instance aligned with the latest Zendesk capabilities as they roll out.
• Partner closely with CS leadership, Support Ops, and Engineering to ensure our tooling scales with Empower’s growth.

This is a remote position from anywhere in the United States.

Qualifications

• 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).
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic.
• Team-first mentality and a professional attitude.
• Bachelor’s or other 4-year degree.

Requirements

• 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.
• Continuously refine escalation protocols and team workflows to optimize speed and accuracy.
• Maintain a comprehensive understanding of Empower’s software.

Benefits

• Competitive compensation: $100,000 – $130,000 base salary (based on experience) + equity + performance-based bonus + competitive benefits.
• Being part of a great team to better the lives of gig workers.