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.
BenefitsWhy 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
Skills Required
- 3+ years administering Zendesk at meaningful ticket volume
- Zendesk Support experience
- Experience with Zendesk Explore, Guide, Talk, and Chat
- Ability to build and maintain complex triggers and automation logic
- Experience managing Zendesk apps and marketplace integrations
- API and webhook familiarity
- Ability to build Explore dashboards and interpret support performance data
- Experience with Zendesk AI features, or demonstrated willingness to deploy them
- Comfort using AI tools in daily workflow
- Strong written and spoken English
- Availability during US business hours for timezone overlap
What We Do
Maxana is a digital transformation partner that understands your objectives and requirements, quickly assesses your current technology ecosystem, and delivers your FinTech Digital Initiatives. Maxana combines best in class client delivery with a focus on transparency and engineering competency enabling outcomes that deliver the highest possible return on your FinTech investment dollars. Professional Services and Staffing Maxana’s Professional services and staffing enables our clients to achieve their Fin Tech goals and objectives. Maxana provides CTO level oversight with quality delivery with a customer first mindset. Our staffing and services run the gamut from Enterprise and solution architecture, best in class engineering and development teams, or discrete individual contributor resources to support your programs and projects. Custom Integration Solutions Maxana’s Custom Integration Solutions Teams maximize business value by rapidly designing and implementing best in class integrations. Our custom integration solutions securely extend the functionality of your applications with new and existing third-party SaaS, open and proprietary platforms, and enterprise systems quickly driving both accelerated revenue and amazing customer outcomes. Payment Processing Not every company will need the same kind of online payment software, which is why Maxana designs systems for our clients from the ground up. Bespoke software, off-the shelf solutions..whatever your company needs, Maxana we’ll deliver it in a cost-effective, rapidly deployable manner.
