Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching in 2014, we've grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.

The EH Way

At Employment Hero, we're proud of our unique DNA, which we call The EH Way.

1. We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission?
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are Al First - we are committed to using Al to accelerate our mission; Al is not just a tool, it's a fundamental part of how we operate, innovate, and scale
4. We Live by Our Values - we role model our values 100% of the time
5. We Expect High Performance - we set a high standard and we're not satisfied with being average

This role

As our Zendesk Administrator, you'll be working with the Enterprise Platforms team and reporting to the Head of Enterprise Platforms, working alongside another Zendesk Administrator to own the day-to-day configuration, maintenance, and improvement of Employment Hero's Zendesk environment. You will be instrumental in keeping the platform running cleanly across a global CX operation, bringing hands on platform expertise, workflow automation, and integration maintenance to support scale.

Your key focus areas will be:

• Maintain platform health, data integrity, and high system stability across the Zendesk environment.
• Drive operational efficiency by reducing manual processes and ticket handling time through Zendesk automation and AI capabilities.
• Build, maintain, and support performant integrations between Zendesk and internal/external systems to support operational visibility.
• Collaborate with peers and cross-functional teams to proactively manage technical debt, document architecture, and mitigate platform risks before they become incidents.

This will include the following:

• Own end-to-end Zendesk Suite administration (Support, Guide, Talk, Chat, Explore), configuring triggers, views, SLAs, custom fields, and Sunshine objects.
• Build, maintain, and troubleshoot API integrations, webhooks, and middleware connecting Zendesk to internal and external systems.
• Design workflow automations and configure Zendesk AI features like intelligent triage, agent assist, and ticket deflection.
• Support data and analytics integrations to drive high-visibility operational reporting.
• Design scalable, multi-region platform architectures tailored for localisation, compliance, and global routing.
• Peer-review configurations with your co-administrator and maintain rigorous documentation, runbooks, and change practices.
• Identify technical debt and partner with AI enablement, Data, and CX teams to align platform updates with business goals.
• Manage vendor escalations, license optimisation, and stay current on new Zendesk releases and CX tooling.

Who you are

To thrive at Employment Hero, you'll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you'll also bring:

• 3+ years of hands-on experience administering the full Zendesk Suite (Support, Guide, Talk, Chat, Explore), including triggers, automations, custom objects, and routing.
• Proven ability to build, maintain, and troubleshoot API integrations using REST APIs, webhooks, and middleware tools like Zapier or Hightouch.
• Strong background in CX operations, ticketing logic, SLA structures, and designing end-to-end workflow solutions with high autonomy.
• Proficient in reporting and analytics, including building Zendesk Explore reports, writing basic queries, and analysing usage metrics.
• Excellent collaboration and communication skills for working effectively within a peer-admin, shared-ownership environment.
• Strong documentation habits, with experience creating clear technical specs, runbooks, and architecture diagrams.
• Zendesk Administrator Certification or equivalent platform certification (preferred).
• Experience configuring Zendesk AI features such as intelligent triage, bot/agent assist, and ticket deflection (preferred).
• Track record of scaling Zendesk globally across multi-region environments, including regional routing, localisation, and SLAs (preferred).
• Familiarity with integrating adjacent CX tools like HubSpot, Salesforce, and Asana with Zendesk (preferred).

What we can offer

At Employment Hero, we don't just talk about a better way to work. We live it.

Joining Employment Hero means you'll:

• Work in a remote-first environment, giving you the autonomy to do your best work while delivering meaningful outcomes.
• Be trusted to own your work, make decisions, and have a real impact from day one.
• Access cutting-edge Al tools and technology that help you move faster, think bigger, and amplify your expertise.
• Surround yourself with ambitious, high-performing teammates who will challenge, support and inspire you to do the best work of your career.
• Own ESOP (Employee Share Options) in one of the world's fastest-growing technology companies, so you can share in the value you help create.
• Enjoy a comprehensive benefits package, including generous parental leave, subsidised egg freezing, a home office allowance, and outstanding learning and development opportunities to support your growth.
• Connect with colleagues from around the world at our Annual Global Gathering. We've celebrated together in Thailand, Vietnam, Bali and Dubai, and can't wait to meet in the Gold Coast, Australia, in September 2026.

Privacy and Al Notices

We're Al-first, so may use Al tools to review your applications and support our interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. These tools do not replace human judgment and the final hiring decision sits with our team.

We verify candidate identity and location as part of our hiring process.

At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/.