Zendesk Administrator

Company Overview:

Summary:

We are seeking an experienced Zendesk Administrator to join the Age of Learning team. You will help us build and maintain the digital customer journey through our existing Zendesk configuration, as well as assist with AI-driven solutions using our existing standards and conventions.

Responsibilities:

• Maintain and manage the existing Zendesk configuration for all products.
• Design, develop, and implement new configurations and customizations for Zendesk – including leveraging third party apps and chatbot AI platforms to streamline operations and optimize customer satisfaction.
• Collaborate with cross-functional teams, including product development, engineering, and marketing to ensure that customer needs are met or exceeded through the Zendesk platform.
• Assist with development of the digital customer journey, and empowering customers with AI-enhanced self-service.
• Assist with the monitoring and analyzing of Zendesk metrics and Key Performance Indicators to identify trends, areas for improvement, and optimize the customer experience.
• Leverage APIs and AI technologies to lead the design and implementation of methods and processes to drive operational excellence throughout our digital customer care experience.
• Track and drive prioritized Zendesk configuration changes.
• Identify, diagnose, and resolve issues that arise with CX tooling systems.
• Maintain up-to-date process documentation for Zendesk.
• Develop and implement strategies for managing service delivery incidents and communicating effectively with customers during downtime or service interruptions.
• Work with technical teams to ensure the reliability of our service delivery platforms.

Required Qualifications:

• 3+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide, and Explore – including API/App integration and creating Explore dashboards to tell a story very clearly with KPIs.
• Ability to communicate vision, strategy, and statuses of projects to leadership.
• Ability to translate business requirements into technical deliverables.
• Proven ability to deal with ambiguity in a rapidly changing business environment.
• Ability to root cause and solve complex user issues within Zendesk.
• SaaS industry experience.
• Experience with AI bot configuration preferred.
• Experience with Zendesk Theme customization preferred.

The estimated salary range for a new hire into this position is $65,000 USD to $75,000 USD. Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location.

Age of Learning currently provides: 

• 80% - 90% of health and welfare benefit premiums

• A 401(k) program with employer match

• 15 paid vacation days, 11 observed national paid holidays plus 9 sick days

• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions

• Team bonding events and a highly collaborative environment

• Access to our internal DEI Task Force that focuses on ensuring our products represent all children on a global scale

• Opportunities for professional growth through professional learning and development programs 

• Commitment to Equal Opportunity Employment in addition to an inclusive and supportive company culture 

An Equal Opportunity Employer

Age of Learning, Inc. (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender expression, age, physical or mental disability, medical condition, pregnancy, veteran or military status, marital status, sexual orientation, gender identity, domestic partner status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances.

Age of Learning, Inc. (the “Company”) will consider qualified applicants with criminal histories pursuant to EEOC requirements and applicable state laws