# Zendesk Administrator (Remote - LATAM)

> Maxana · Brazil (Remote) · Contract · Posted 2026-08-24

**Workplace:** remote

## Description

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 Chat experience strongly preferred.

-   **Automation fluency** — you've built non-trivial trigger and automation logic and know how to keep it from becoming spaghetti.

-   **Integration experience** — comfortable with Zendesk apps and marketplace tools; API/webhook familiarity is a strong plus.

-   **Data instincts** — you can build a clean Explore dashboard and explain what it says.

-   **AI-forward mindset** — experience with Zendesk AI features (bots, intelligent triage) or a demonstrated appetite to deploy them; comfort using AI tools in your own workflow is expected.

-   **Strong written and spoken English** — you'll work directly with a US-based CX and leadership team.

-   **US timezone overlap** — availability during US business hours.

## Benefits

### Why This Role

-   Own the platform outright — no committee, no layers; you propose it, you ship it.
-   High-visibility work: support performance is a leadership-level metric at this company.
-   Long-term, stable engagement through Maxana with direct integration into the client's team.
-   Fully remote with LATAM-friendly hours.
-   Competitive pay

## Apply

[Apply at Maxana](https://apply.workable.com/maxana/j/FF3C01F5E5/apply)

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