Senior Zendesk Administrator

Company Overview: Empower is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. If you want to be an integral member of a team that is disrupting Uber and cares about making a difference for gig economy service professionals, then we’d like to hear from you. Role Overview: We're looking for an experienced Senior Zendesk Administrator to update and maintain our Zendesk platform as our Customer Experience organization scales. This is a hands-on, high-impact role: you'll design and maintain skills-based and predictive routing, configure and manage our Zendesk AI agents, and keep our instance aligned with the latest Zendesk capabilities as they roll out. You'll partner closely with CS leadership, Support Ops, and Engineering to make sure our tooling scales to keep up with Empower ’s growth. This is a remote position from anywhere in the United States. Detailed 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 r