Zendesk Administrator

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

As the leading SaaS provider for rapidly expanding mid-market enterprises, Commerce is transforming the e-commerce landscape. We empower our clients to design sophisticated, high-performance online stores that facilitate development at every level. We are currently looking for a CSS Zendesk Administrator who will oversee the implementation, administration, configuration, optimization, and support of the Zendesk platform and associated contact center technologies, including Amazon Connect and Zendesk AI Agents. This role ensures efficient customer service operations through workflow automation, system governance, reporting, quality assurance support, and workforce management insights. The position partners closely with Support, Operations, IT, and leadership teams to improve customer experience, agent productivity, and operational performance. 

• Assist with initial migration to, implementation of, and user facing rollout of Zendesk, and related 3rd party tools. 

• Administer and maintain the Zendesk environment, including users, roles, permissions, groups, brands, views, triggers, automations, macros, SLAs, and routing logic.

• Configure and optimize Zendesk workflows to support customer service, internal support, and cross-functional business processes.

• Ongoing management of configuration documents, day to day operational maintenance, and monitoring of system performance, including 3rd party integrations.

•  Own the health and configuration of Zendesk/Amazon Connect integrations with adjacent systems (CRM, Salesforce, Jira, SSO/identity, telephony carriers), including monitoring, troubleshooting, and coordinating fixes with the owning teams. 

• Ensure Zendesk usage aligns with company policies, security standards, and data governance requirements.

• Own the administration and day-to-day maintenance of the contact center platform in Amazon Connect, including call flows, routing profiles, queues, agent assignments, contact center hours, and telephony operations such as call routing, transfer logic, voicemail handling, and escalation paths. 

• Monitor contact center performance and troubleshoot issues impacting voice operations or agent connectivity.

• Test, document, and deploy platform feature and configuration  changes, and identify opportunities to improve routing efficiency, call handling, and overall customer experience with minimal business disruption.

• Serve as the primary point of contact for Zendesk and contact center system needs, partnering across Support, Operations, QA, WFM, IT, and leadership to gather requirements, design, and implement system solutions.

• Serve as subject matter expert (SME) for the platform, training agents, supervisors, and administrators on best practices and process changes while staying current on product updates to recommend relevant features and improvements.

• Build and maintain reporting and dashboards for CSAT, first response/resolution time, backlog, and agent productivity; deliver regular performance insights to CSS leadership and WFM.

• Configure, tune, and monitor Zendesk AI Agents, including intent training, bot flow design, and human hand-off logic; evaluate deflection performance and iterate.

• Manage agent onboarding/offboarding, license/seat allocation, and platform cost optimization.

• Administer the QA platform (e.g., Zendesk QA) supporting scorecards, calibration sessions, and quality monitoring in partnership with QA and WFM.

• Partners with IT on network/security infrastructure, SSO/identity management, and data governance policy, while owning day-to-day platform administration and configuration within CSS.

• At least 3 years of experience being a Certified Zendesk Administrator.

• Familiarity with Amazon Connect or another cloud-based contact center platform.

• Demonstrates a strong technical aptitude and resourcefulness to troubleshoot and resolve issues with speed

• Exceptional communicator capable of bridging the gap between highly technical leaders and non-technical end-users through clear, simplified explanations

• Experienced in managing software common to contact centers, such as CRMs, VoIP systems, L&D platforms, and monitoring tools

• Experience with Zendesk AI/bot configuration" — pair with the new AI Agents responsibility

• Familiarity with reporting/BI tools (Zendesk Explore, Looker, or similar)

• Highly organized self-starter who operates effectively with minimal supervision and maintains a sense of urgency regarding deadlines

• Preferably has experience supporting remote teams across different geographical locations

• Passionate about leveraging technology to streamline processes and enhance the user experience

• Relevant certifications or basic coding skills are considered a plus, facilitating better collaboration with internal developers

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(Pay Transparency Range: $94,760 - 142,140)

The national base salary range for this role is posted above in this job post.

Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams.

Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
Be advised:
Commerce does not offer jobs to individuals who do not go through our formal hiring process.
Commerce will never:

• require payment of recruitment fees from candidates;

• request personally identifiable information through unsanctioned websites or applications;

• attempt to solicit money from you as part of the hiring process or as part of an employment offer;

• solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.