About Us:

At Sharetown, we’re redefining how people experience furniture and oversized item pickup, returns, and resale—creating opportunities for reps across the country to own their work, deliver customer-first service, and contribute to a sustainable, circular economy. We thrive on operational excellence, smart systems, and a shared mindset of ownership and innovation.

Job Summary:

We’re looking for a technical, systems-minded, and resourceful CX Administrator to lead the optimization of our Zendesk platform and its integrations across the Sharetown ecosystem. This new role will serve as Sharetown’s primary Zendesk expert, driving smart automation, enhanced workflows, and connected tools that create a faster, more reliable experience for our support teams, reps, and customers.

You’ll play a key role in scaling and evolving our CX systems by identifying inefficiencies, implementing AI solutions, and improving end-to-end performance through smart integrations and streamlined processes. If you love solving operational problems with technical tools, automating repetitive tasks, and turning data into action—this role is for you.

Key Responsibilities:

Serve as the primary owner and administrator of Zendesk across Sharetown, responsible for configuration, optimization, and continuous improvement.

Design and implement custom views, macros, triggers, automations, and routing logic to improve CX agent workflows and performance.

Identify opportunities to leverage AI tools and automation features within Zendesk (and beyond) to reduce manual work and resolve common customer inquiries more efficiently.

Lead Zendesk integrations with Sharetown platform (e.g., internal Operations App, Rep App and Partner Portal) and other Third Party Tools, to enable smarter support operations and seamless cross-application workflows.

Build and maintain dashboards and reports using Zendesk or other BI tools to monitor trends and guide decision-making (ticket volume, resolution time, SLA, CSAT, etc.).

Spot process gaps and inefficiencies and recommend technical, automation-based, or platform-driven solutions to improve operations.

Write and maintain internal documentation, SOPs, and customer facing knowledge base content—requiring strong copywriting skills, clear content creation, and attention to detail.

Collaborate across teams to ensure Zendesk supports evolving business needs and tools.

Participate in system testing, QA, and rollout of new tools, features, or integrations.

Manage tool-to-tool connections (e.g., Slack notifications, data syncs, webhook-based alerts) to ensure real-time visibility and team alignment.

Support change management and adoption by training internal teams on new workflows, automations, or system changes.

Qualifications:

2+ years of hands-on Zendesk administration or support system ownership experience.

Proven experience implementing AI features, automations, or workflows that improve speed, accuracy, or efficiency in customer support.

Experience building and maintaining integrations between platforms (e.g., using native integrations, middleware, or APIs).

Ability to troubleshoot issues, translate business needs into technical requirements, and recommend scalable solutions.

Experience creating clean, user-friendly internal documentation or knowledge base content; excellent writing, editing, and content structuring skills.

Data fluency with tools like Zendesk Explore, Excel, or BI tools to monitor, interpret, and act on performance metrics.

Familiarity with using Slack and similar tools for workflow automation and team communication.

Self-starter attitude with comfort operating independently in a fast-moving, growing company.