Product Owner – Configuration Administrator

Point C

Zendesk Product Owner leading the configuration and optimization of the Zendesk platform at Point C. Collaborating with multiple teams to enhance operational efficiency and deliver measurable value.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $65,000 - $80,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the Zendesk platform roadmap end-to-end; from initial configuration through future enhancements and builds, prioritizing improvements that align with business needs and stakeholder goals
Lead the configuration and administration of Zendesk, including fields, workflows, views, triggers, automations, dashboards, and reporting
Leverage AI capabilities within Zendesk to enhance ticket routing, automate workflows, and improve overall operational efficiency
Gather requirements from business stakeholders, translate them into functional enhancements within the platform, and manage the backlog of system improvements
Proactively identify opportunities to improve Zendesk workflows, UI, and usability and proposing solutions
Partner with Claims, Client Services, Account Management, and IT teams as primary stakeholders, gathering sign-offs and ensuring Zendesk configuration meets the needs of each user group
Support a multi-phase enterprise rollout of Zendesk, coordinating with IT as the platform transitions and expands organization-wide
Manage user roles, permissions, access controls, and data integrity, ensuring governance standards are maintained as the platform scales
Support integrations between Zendesk and internal systems; coordinate testing and deployment of system updates and new builds
Communicate roadmap priorities, system updates, and change management needs to stakeholders at all levels, including leadership sign-off and team-level rollout support
Manage vendor relationships and support cost management and augmentation decisions related to Zendesk
Partner with the training and management team to create documentation, lead onboarding sessions, and promote best practices across all user teams
Provide ongoing end-user support and troubleshooting, serving as the internal subject matter expert for Zendesk across the organization

Requirements

What you’ll need

Bachelor’s degree in Business, Information Systems, Technology, or related field (or equivalent experience)
2–4+ years CRM administration or product ownership experience
Hands-on configuration experience in a CRM platform such as Zendesk (preferred), Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, etc.
Familiarity with project management methodologies (Agile preferred) and tools like Jira
Strong analytical and documentation skills
Experience managing stakeholder requirements
Advanced Excel or reporting experience

Benefits

Comp & perks

Comprehensive medical, dental, vision, and life insurance coverage
401(k) retirement plan with employer match
Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
Paid time off (PTO) and disability leave
Employee Assistance Program (EAP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRM AdministrationZendesk ConfigurationWorkflow AutomationReportingData Integrity ManagementRequirements GatheringUser Role ManagementSystem IntegrationDocumentationTroubleshooting

Soft Skills

Analytical SkillsCommunicationCollaborationProblem-SolvingTraining