Salary Range: 130000 to 145000 (Currency: USD) (Pay period: per-year-salary)

What you’ll do

• System Configuration and Administration: Customize and configure Zendesk according to business requirements, including ticket workflows, macros, triggers, automations, and system integrations
• Role and Permission Management: Oversee user access, manage roles, and enforce permission policies to maintain system security and efficiency
• Integration and Automation: Set up and maintain integrations between Zendesk and other business tools (e.g., Zendesk API, Salesforce, CRM platforms) to ensure data flows seamlessly across systems
• Monitoring and Reporting: Create and maintain performance dashboards, analyze KPIs, and deliver insights to enhance operational efficiency
• End-User Support: Provide ongoing support to agents and administrators by resolving issues, implementing customization requests, and ensuring best practices are followed
• Process Improvement: Continuously evaluate the system to identify areas for improvement, proposing and implementing new workflows or automations that streamline operations
• Training and Documentation: Develop and conduct training sessions for new users on the system and create/maintain system documentation to ensure consistent usage and adoption
• Data Quality: Ensure data integrity within Zendesk, monitoring for issues, and maintaining accurate information across all support-related records

What you need to succeed

• Experience 3+ years of experience as a Zendesk Administrator
• Experience with Zendesk Support, Chat, Guide, and Explore.
• 1-5 years of experience, with a good knowledge of the SaaS business model and KPIs 
• Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science)

Technical Skills:

• In-depth knowledge of Zendesk administration, including system configuration, workflows, automations, and integrations
• Experience with system integrations and exposure to APIs and data flow management
• Familiarity with managing roles, permissions, and user access in a complex organizational structure
• Strong understanding of customer support operations, metrics, and key performance indicators (KPIs)
• Data analysis skills to monitor and report on system performance
• Familiarity with Salesforce, Google Analytics, and Customer Success tools
• Comfortable implementing and enforcing data quality rules and documentation best practices

Soft Skills

• Excellent problem-solving skills with a proactive mindset
• Strong communication skills for interacting with stakeholders across different teams and levels
• Ability to manage multiple projects, prioritize tasks, and work independently
• High attention to detail, ensuring data accuracy and system reliability
• A self-starter with a desire to continually learn new tools and best practices in system administration
• High attention to detail, ensuring data accuracy and system reliability
• Can work fast and handle tight deadlines

Why Contentsquare

• We’re humans first.
• We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.
• We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
• We are a fast-growing company with a track record of success over the past 12 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
• Our clients, partners and investors love our industry-leading product