Senior Zendesk Administrator

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $100k - $140k / year

⏰ Full Time

🟠 Senior

🖥️ Administration

👻 Ghost score 0%

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Empower

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🚗 Transport

🏪 Marketplace

💰 $358k Early Stage VC on 2022-10

Transport • Marketplace

Empower is a decentralized rideshare platform that lets drivers set their own rates and receive 100% of the fare (Empower takes zero commission). The service offers driver and rider mobile apps, enables riders to request favorite or same-gender drivers for safety, and advertises lower average rider costs (about 20% less than competitors). Empower emphasizes driver-focused features (local customer support, business tools, subscription-based model) and reports metrics such as 35M+ rides, 1M+ riders, and $600M+ driver earnings. The company positions itself as returning transportation decisions to drivers and riders rather than providing transportation directly.

📋 Description

• 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 for a fast-scaling, multi-team organization • Build Explore dashboards and reports on routing efficiency, AI resolution rates, and agent performance • Surface data to inform staffing and process decisions • Refine escalation protocols and team workflows to optimize speed and accuracy • Maintain a comprehensive understanding of Empower’s software • Partner with CS leadership, Support Ops, and Engineering to scale customer support tooling

🎯 Requirements

• 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) • 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 preferred • Zendesk certification(s) preferred

🏖️ Benefits

• Equity • Performance-based bonus • Competitive benefits • Being part of a great team to better the lives of gig workers

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