Zendesk Administrator | Philippines

Peak Support is seeking a Zendesk CRM Specialist with a strong background in the BPO or call center industry to join our growing team. In this role, you will be responsible for the administration, customization, and ongoing optimization of Zendesk as our primary CRM platform. 

You will collaborate closely with internal teams and clients to ensure Zendesk is effectively supporting customer operations across multiple accounts.

This is a great opportunity for a CRM professional with deep knowledge of Zendesk and experience in the business process outsourcing space to contribute to high-impact customer experience solutions.

Responsibilities:

• Serve as the primary administrator and subject matter expert for Zendesk CRM, including configuration, automation, workflow setup, and user management
• Customize and optimize Zendesk to meet client-specific and departmental needs within a multi-tenant BPO environment
• Troubleshoot issues, manage escalations, and ensure the high availability and performance of the platform
• Partner with clients, operations teams, and support departments to design scalable CRM workflows and reporting solutions
• Leverage Zendesk native tools and integrations to improve ticketing, routing, macros, triggers, and automation
• Assist with Zendesk Explore and analytics dashboards to monitor KPIs and service performance
• Maintain CRM data integrity, enforce privacy policies, and follow industry best practices for data security
• Train end-users and provide ongoing support to ensure high adoption and satisfaction
• Stay current with Zendesk product updates and emerging CRM trends relevant to the BPO sector

• 3+ years of hands-on experience working with Zendesk CRM, with demonstrated expertise in platform configuration, automation, and workflow optimization
• Proven experience in a BPO or call center setting, with an understanding of high-volume customer support environments
• Strong understanding of telephony integration within Zendesk, including call routing, IVR design, and call quality monitoring
• Familiarity with omnichannel tools (e.g., Zoom CC, Five9, NICE, Genesys, Avaya) and how they interact with CRM platforms
• Ability to manage and implement Zendesk integrations and 3rd-party tools to enhance performance
• Excellent analytical, troubleshooting, and problem-solving skills
• Strong interpersonal and communication abilities for client and internal collaboration  
• Zendesk certification(s) preferred but not required (certification opportunities provided after hire)
• Experience with other CRMs (HubSpot, Salesforce, Intercom, etc.) is a plus

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.