Customer Success Systems Administrator

Zendesk Administrator
w2 - Ideally NYC but may consider remote
Role Overview
The client is building out a best-in-class Customer Success and Support infrastructure, with Zendesk as our primary support platform alongside a growing suite of Customer Success tools. We’re looking for a Customer Success Systems Administrator to own and evolve this ecosystem end to end.
In this role, you’ll lead the implementation, configuration, and ongoing optimization of Zendesk while also supporting adjacent CS platforms like Catalyst, and other user operations tools. You’ll serve as the connective layer between support, customer success, user operations and the broader Client technology stack.
Working with the GTM Systems team, you’ll ensure our systems work together to deliver a seamless customer experience - from inbound support workflows to proactive customer engagement. You’ll partner closely with Support, Customer Success and User/Revenue Operations to translate business needs into scalable systems, and continuously improve our tooling as the organization grows.
This role is ideal for someone who has deep Zendesk expertise, strong familiarity with CS tools, and a systems-oriented mindset with a sense of ownership over the end-to-end customer operations ecosystem.
What You’ll Do

• Manage the administration and configuration of Zendesk as the Client’s primary support platform, including ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup.
• Support and optimize Customer Success platforms (e.g., PlanHat, Catalyst) to enable customer health tracking, lifecycle management, and proactive engagement workflows.
• Integrate Zendesk and CS tools with the Client’s broader ecosystem (CRM, product data, internal tools, communication platforms) to ensure a unified view of the customer and seamless workflows.
• Partner with Support and Customer Success leadership to translate operational requirements into scalable system configurations; act as the bridge between business needs and technical implementation.
• Maintain system health across tools: manage permissions, troubleshoot issues, monitor performance, and ensure systems are reliable and up to date.
• Build and maintain reporting and dashboards across Zendesk and CS platforms to provide visibility into support performance, customer health, retention signals, and operational trends.
• Evaluate and implement apps, integrations, and automation (including AI-driven features) that improve efficiency across support and customer success workflows.
• Document system architecture, configurations, and processes to ensure scalability and continuity as the team grows.
• Stay current on Zendesk and broader CS tooling capabilities, proactively identifying opportunities to improve workflows and the overall customer experience.

What You Have

• 3+ years of hands-on experience administering Zendesk, including configuration of routing, automations, triggers, SLA policies, and agent workspace.
• Experience working with Customer Success platforms such as PlanHat, Catalyst, or similar tools.
• Experience integrating support and CS tools with third-party systems (e.g., Salesforce, Slack, product analytics tools) using APIs or middleware.
• Strong systems thinking and problem-solving skills - able to diagnose issues across tools and workflows and implement effective solutions.
• Understanding of both reactive support workflows and proactive customer success motions, and how systems support each.
• Experience building reports and dashboards (Zendesk Explore, PlanHat, or BI tools) to drive operational insights and decision-making.
• Highly organized and documentation-oriented, with a focus on building scalable, maintainable systems.
• Comfortable working cross-functionally with Support, Customer Success and Operations teams.
• Zendesk certification(s)
• Experience with PlanHat administration or implementation
• Familiarity with AI-powered support or CS tooling (e.g., triage, copilots, health scoring automation)

The estimated pay range for this position is USD $00.00/Hr - USD $00.00/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.