Zendesk Systems Administrator

What you'll be doing:

• Platform Ownership & Administration
• Serve as the primary administrator and Subject Matter Expert (SME) for the entire Zendesk Support, Guide, and Chat/Messaging ecosystem, as well as the HubSpot CRM, Marketing, Sales, and Service Hubs.
• Manage user roles, permissions, groups, organizations, and teams in both systems to ensure security and proper access control.
• Own and maintain the overall health, performance, and stability of both platforms, including regular data health audits and clean-up of legacy configurations.
• Manage all billing and licensing for both Zendesk and HubSpot, along with integrated third-party applications.
• Workflow, Data & Process Management
• Zendesk: Design, build, and maintain all core support workflows, including Triggers, Automations, SLAs, Macros, and complex ticket routing logic to ensure tickets are efficiently directed.
• HubSpot: Design, configure, and maintain the HubSpot Smart CRM data structure, including all Standard and Custom Objects (Contacts, Companies, Deals, Tickets) and CRM Properties (fields) to ensure clean, accurate, and scalable data collection.
• Manage all custom Zendesk Ticket Fields and Ticket Forms to optimize data collection and reporting integrity.
• Oversee the maintenance and development of the Zendesk Help Center (Guide) structure and content permissions.
• Automation, AI & RevOps Strategy
• Lead the strategy, development, and maintenance of AI-powered solutions in Zendesk, including Conversational Bots (AI Agents) and Advanced Auto-Replies, to increase self-service and deflect tickets.
• Optimize Zendesk AI features (e.g., Answer Bot, Intelligent Triage) and Agent Assist tools (e.g., suggested macros, ticket summarization) to boost the productivity of the human support team.
• Leverage HubSpot Operations Hub features, specifically Programmable Automation (Custom Code Actions) and Data Quality Automation, to handle complex business logic, data formatting, and conditional syncing.
• Integrations & Ecosystem
• Strategically manage and maintain the bi-directional integration between HubSpot and Zendesk to ensure seamless data flow and process continuity between Sales, Marketing, and Support.
• Manage, configure, and troubleshoot all other system integrations, with a primary focus to connect Zendesk with other business systems (e.g., Jira, internal databases, financial tools).
• Maintain and document all Webhooks, API keys, and external credentials used for connectivity and data flow in platforms.
• Reporting & Advanced Analytics
• Own the entire reporting infrastructure using Zendesk Explore and HubSpot Reports/Dashboards.
• Design and deliver executive-level dashboards and reports that provide actionable insights into agent performance, customer satisfaction (CSAT/NPS), pipeline health, and operational efficiency across the entire customer journey.
• Zendesk: Own the creation and maintenance of Explore datasets, custom metrics, attributes, and calculated fields.
• Proactively analyze data in both systems to identify trends, root causes of customer issues, and opportunities for automation and self-service.
• Collaborate with support and revenue leadership to translate business requirements into technical configurations.

What you’ll need:

• 3+ years of direct experience administering and managing Zendesk Support, Guide, and Chat/Messaging at an Enterprise or Professional level.
• 3+ years of direct experience administering and managing HubSpot CRM and at least two core Hubs (e.g., Marketing, Sales, or Service) at the Professional or Enterprise level.
• Expert proficiency in Zendesk Explore for building complex reporting, creating calculated metrics, and managing dashboards.
• Proven expertise in complex configuration in both systems, including building and managing advanced Zendesk Triggers/Automations and HubSpot Operations Hub Programmable Automation.
• Demonstrated experience in implementing and optimizing AI/Chatbot features (Zendesk) and lead lifecycle/pipeline architecture (HubSpot).
• Strong technical understanding of API usage and webhooks for integrating both systems (specifically using middleware like Zapier).
• Excellent analytical, problem-solving, and organizational skills.

Preferred Qualifications:

• Zendesk Certified Professional or Administrator certification.
• Experience with advanced Zendesk features such as Sunshine or Custom Objects.
• Experience configuring and managing Custom Objects within HubSpot.
• Familiarity with SQL/database concepts for reporting and data validation.

Why work at RemoFirst?

• Startup environment. RemoFirst is an early-stage start-up. You have a voice and can influence and grow rapidly.
• Build & Scale From Scratch. Experience hyper-growth scale and help us build a great team of professionals worldwide that can help us achieve this ambitious vision.
• Work for a Market Leader. Scale a project that counts market-leading companies like Microsoft, Mastercard, and more as happy customers.
• Compensation and perks are great! Competitive compensation. Top-of-the-range work equipment. 100% remote work. PTO regulated by local statutory.
• Culture. We lead with respect, kindness, and the right to fail. We value hard yet smart work. Diversity and inclusion are part of our DNA. As we grow and evolve, we welcome your input to help us define our culture further.