Role Overview
As a Senior Systems Administrator, you will be responsible for the end-to-end management of critical support platforms that power the post-purchase experience. You'll ensure systems are robust, scalable, and aligned with evolving operational demands across Customer Experience and Trust & Risk functions.
Key Responsibilities
- Lead the administration, configuration, and continuous enhancement of Zendesk and related platforms used by thousands of support agents, both internal and vendor-managed.
- Translate business requirements into technical system configurations, ensuring workflows support efficiency, compliance, and user experience.
- Design and maintain integrations between support systems and internal tools, focusing on data integrity, automation, and real-time visibility.
- Collaborate with operations, product, and engineering teams to define system roadmaps and implement scalable solutions.
- Monitor system performance and vendor operations, quickly identifying and resolving issues to maintain service continuity.
- Develop and document automations, permissions models, reporting structures, and change processes to ensure consistency and governance.
- Support system upgrades, testing, training, and documentation to ensure smooth adoption of new features.
- Continuously evaluate architecture and tooling to improve scalability, reliability, and support quality as the business grows.
Required Qualifications
- Minimum of 8 years in support systems administration, with deep expertise in Zendesk and at least one other platform such as Salesforce Service Cloud.
- Proven experience managing large-scale deployments across multiple geographic locations and vendor teams.
- Familiarity with post-purchase operations, including customer support, fraud prevention, workforce management, and quality assurance.
- Strong technical background with hands-on experience in APIs, data flows, and system integrations.
- Proficiency in HTML, JavaScript, JSON, SQL, and Python for system customization and troubleshooting.
- Ability to gather input from non-technical stakeholders and deliver effective technical solutions.
- Strong organizational skills with attention to configuration details, access controls, and data accuracy.
- Experience creating documentation and leading training initiatives during system changes.
- Capable of balancing long-term strategy with day-to-day operational demands in a fast-paced environment.
Preferred Qualifications
- Relevant system certifications in Zendesk, Salesforce, or similar platforms.
Technical Environment
Zendesk, Salesforce Service Cloud, Intercom, HTML, JavaScript, JSON, SQL, Python, REST APIs, data pipelines, workflow automation.
Work Environment
This role operates in a hybrid model, with team members expected to be within commuting distance of designated office hubs. Flexibility to work remotely or on-site is supported, with in-person collaboration encouraged for planning and team alignment.
Culture and Values
- We value initiative and learning through doing.
- Team members act with curiosity and focus on delivering results, not recognition.
- We stay connected to the product by actively using it in our daily work.
- In-person time is prioritized for collaboration, problem-solving, and building relationships.
- We are committed to building an inclusive, equitable workplace.
- All qualified applicants will receive consideration without regard to race, religion, gender, sexual orientation, age, disability, or any other protected status.
