Senior Customer Support Administrator

Job Summary

Managing the Zendesk ecosystem, the full-time Senior Customer Support Systems Administrator will ensure system optimization, security, and compliance while collaborating with cross-functional teams to enhance customer and agent experiences, either remotely or from designated locations in the U.S. and Canada.

Key responsibilities

• Oversee the administration and optimization of the Zendesk platform, including maintenance and strategic growth support
• Implement and manage system security protocols, ensuring compliance with relevant regulations and minimizing risk
• Identify automation opportunities within the customer support tech stack to improve efficiency and streamline workflows

Required qualifications

• 3-5 years of hands-on experience as a Zendesk Administrator with strong knowledge of the platform
• Experience with system security, monitoring tools, and cloud infrastructure (AWS, Azure, etc.)
• Familiarity with AI-driven customer support tools and automation opportunities
• Experience in a regulated environment, including documentation of processes and controls for compliance
• Strong interpersonal skills with the ability to communicate technical concepts to non-technical team members