CX Tools Administrator

Peak Support is seeking a CX Tools Administrator (Zendesk, Intercom, Gorgias, Gladly) 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, along with supporting related tools such as Intercom, Gorgias, and Gladly.

You will collaborate closely with internal teams and clients to ensure these platforms are effectively supporting customer operations across multiple accounts.

This is a great opportunity for a CRM professional with deep knowledge of customer experience platforms to contribute to high-impact solutions in the BPO space.

Responsibilities:

• Serve as the primary administrator and subject matter expert for Zendesk CRM, including configuration, automation, workflow setup, and user management
• Support and optimize additional customer support telephony tools such as Intercom, Gorgias, and Gladly as needed
• Customize and optimize platforms to meet client-specific and departmental needs within a multi-tenant BPO environment
• Troubleshoot issues, manage escalations, and ensure high availability and performance of CRM systems
• Partner with clients, operations teams, and support departments to design scalable workflows and reporting solutions
• Leverage native tools and integrations to improve ticketing, routing, macros, triggers, and automation
• Assist with analytics dashboards (Zendesk Explore or equivalent) 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 product updates across Zendesk, Intercom, Gorgias, and Gladly, as well as emerging CRM trends relevant to the BPO sector

Requirements:

• 3+ years of hands-on experience working with Zendesk CRM, with demonstrated expertise in platform configuration, automation, and workflow optimization
• Must have telephony experience supporting or administering other customer support platforms such as Intercom, Gorgias, and Gladly
• 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 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) strongly preferred.

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.

Job Type: Full-time

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee
• Work from home

Work Location: Remote