Note: The job is a remote job and is open to candidates in USA. Empower is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. They are seeking an experienced Senior Zendesk Administrator to update and maintain their Zendesk platform as the Customer Experience organization scales.

Responsibilities

• Design, build, and continuously refine skills-based routing and AI-based predictive routing in Omnichannel Routing
• Administer and optimize Zendesk Advanced AI agents
• Manage triage and Copilot workflows. Maintain intelligent triage, topic/intent detection, and Copilot suggestions to improve ticket categorization, tagging, and prioritization
• Manage business rules, triggers, automations, macros, views, forms, fields, and workspaces to support a fast-scaling, multi-team organization
• Build dashboards and reports (Explore) on routing efficiency, AI resolution rates, and agent performance; surface data to inform staffing and process decisions
• Continuously refine escalation protocols and team workflows to optimize speed and accuracy
• Maintain a comprehensive understanding of Empower’s software

Skills

• 4+ years of recent experience administering Zendesk at a high growth company
• Hands-on experience configuring skills-based routing and/or predictive ticket routing in a real production environment
• Experience configuring and tuning AI-powered support tooling (Zendesk AI agents, Copilot, bots, or comparable) — you understand both the capabilities and the limits of automated resolution
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quo
• Team-first mentality and a professional attitude
• Bachelor's or other 4-year degree
• Basic scripting/automation experience
• Zendesk certification(s)

Benefits

• Equity
• Performance-based bonus
• Competitive benefits
• Remote position from anywhere in the United States

Company Overview