Zendesk Administrator (Remote - LATAM)

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