Zendesk Administrator/Lead Support

Job Summary:

Title: Zendesk Administrator/Support Lead (Equity Distribution)

Location: New York, NY (Full-Time, On-Site)

THE JOB

Roc Nation is seeking a Zendesk Administrator to join our team. This role is responsible for the daily administration, configuration, and optimization of our Zendesk platform. The ideal candidate will ensure smooth operation, data integrity, and continuous improvement of the system to enhance customer support efficiency. The Zendesk Administrator will play a key role in troubleshooting, training, and maintaining workflows, ensuring that the platform meets the evolving needs of our team and customers.

WHAT THIS ROLE WILL DO

• Administer and customize Zendesk fields, forms, views, workflows, email notifications, reports, and dashboards.

• Generate and analyze reports on customer statistics, locations, and common issues.

• Maintain overall data quality within Zendesk, ensuring accuracy and consistency.

• Troubleshoot and resolve technical issues, providing solutions for escalations.

• Assist in onboarding and training new and current artists and support agents on Zendesk best practices.

• Maintain and update the customer Knowledge Base, including how-to guides and reference materials.

• Identify and implement system improvements to enhance support team productivity.

• Work cross-functionally with other teams to align Zendesk with business processes and customer support goals.

WHAT THIS PERSON WILL BRING

• 3 – 5 years of experience administering and configuring Zendesk.

• Strong understanding of customer support processes and workflows.

• Experience generating reports and analyzing support metrics to drive improvements.

• Problem-solving skills with the ability to troubleshoot technical issues effectively.

• Excellent communication and training skills to assist internal users.

• Detail-oriented mindset with a focus on data accuracy and process optimization.

• Ability to work in a fast-paced environment and manage multiple priorities.

• Familiarity with automation and integration tools related to Zendesk is a plus.

BENEFITS & PERKS

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)

  YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and Floating days

  WEALTH: 401(k) program with company match

• CAREER: Career and skill development programs with School of Live.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. 

Roc Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Roc Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is a