Maxana
via Workable
Zendesk Administrator (Remote - LATAM)
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 16h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 22d ago
The date the source published, not the day we noticed it (2026-08-24). Last seen at its source 1h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Brazil, Mexico, Colombia, Puerto Rico, Costa Rica
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 10d ago · last seen 1h ago
The listing
Our client runs a high-volume customer support operation on Zendesk, and the platform is the backbone of how thousands of patients get help every day. You'll own the Zendesk instance end to end — keeping it fast, clean, and smart — so support agents spend their time helping customers instead of fighting their tools.
This is a hands-on administrator role for someone who treats a support platform like a product: measured, iterated, and always improving.
Responsibilities:
- Own the instance — manage users, roles, groups, brands, and views; keep the configuration clean as the team scales.
- Build the automation layer — design and maintain triggers, automations, macros, and SLA policies that route tickets to the right people at the right time.
- Connect the stack — manage integrations with the tools around Zendesk (telephony, messaging, e-commerce/billing systems, internal apps) and troubleshoot when data stops flowing.
- Run the numbers — build and maintain dashboards and reporting (Zendesk Explore) on volume, response times, CSAT, and agent performance; surface what leadership needs to see.
- Improve the workflows — partner with CX leadership to spot friction, test changes, and roll out improvements to routing, forms, help center content, and self-service flows.
- Support the team — onboard new agents, document processes, and act as the go-to resource for anything Zendesk.
Requirements
- 3+ years administering Zendesk at meaningful ticket volume — Support required; Explore, Guide, Talk, and Chat experience strongly preferred.
- Automation fluency — you've built non-trivial trigger and automation logic and know how to keep it from becoming spaghetti.
- Integration experience — comfortable with Zendesk apps and marketplace tools; API/webhook familiarity is a strong plus.
- Data instincts — you can build a clean Explore dashboard and explain what it says.
- AI-forward mindset — experience with Zendesk AI features (bots, intelligent triage) or a demonstrated appetite to deploy them; comfort using AI tools in your own workflow is expected.
- Strong written and spoken English — you'll work directly with a US-based CX and leadership team.
- US timezone overlap — availability during US business hours.
Benefits
Why This Role
- Own the platform outright — no committee, no layers; you propose it, you ship it.
- High-visibility work: support performance is a leadership-level metric at this company.
- Long-term, stable engagement through Maxana with direct integration into the client's team.
- Fully remote with LATAM-friendly hours.
- Competitive pay