Zendesk Administrator (Remote - LATAM)

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 C