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. 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. 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