Customer support and success
10 Zendesk experts
These ten support operations managers and Zendesk administrators have run Zendesk in-house for their companies' support teams. A reader can learn from them how to structure triggers, routing, brands and reporting so a Zendesk instance keeps up as ticket volume and teams grow.
Professionals to explore
01—10David Hoffman
LinkedInExperience: Customer Support Manager · Coronis Health
Customer Support Manager at Coronis Health since March 2025, overseeing support for the Anesthesia Touch and Coronis Analytics healthcare IT platforms, which serve more than 21,000 users. He administers multiple Zendesk Brands, including workflows, automations, triggers, macros and reporting dashboards, and was previously a Customer Support Specialist at Coronis Health (2023–2025).
Demosthenes Jimenez
LinkedInExperience: Senior Zendesk Administrator · Twilio
Former Senior Zendesk Administrator at Twilio (2016–2020), then Senior Service Operations Business Systems Analyst there (2020–2022); Customer Support Systems Administrator at Mercury since April 2025. His profile says he specializes in Zendesk architecture, integration and administration and has led numerous Zendesk implementations over more than a decade in the tech industry.
Jane Kaiser
LinkedInExperience: Support Systems Administrator (Zendesk Qualtrics) · Etsy
Former Support Systems Administrator (Zendesk Qualtrics) at Etsy (2025–2026) and Support Systems Administrator at Dropbox since March 2026. Earlier she was Community Program Launch Analyst V (Zendesk Khoros) at Meta (2024–2025), and her profile describes 15+ years building, integrating and supporting enterprise GTM SaaS stacks, including Zendesk.
Kathleen Taylor
LinkedInExperience: Operations Zendesk Admin & Enterprise Applications Specialist · TogetherWork
Operations Zendesk Admin & Enterprise Applications Specialist at TogetherWork since April 2019, a role in which her profile describes providing operational leadership, project management and customer support. The profile also lists Operations Manager (2019–2022) and Customer Success Specialist (2022–2025) roles at Studio Pro.
Keegan Moser
LinkedInExperience: Manager - Zendesk · 1Password
Manager - Zendesk at 1Password since December 2025, after serving as Senior Business System Analyst - Zendesk at Twilio (2025). The profile describes administering Zendesk triggers, automations, taxonomy, SLA policies, dynamic content and webhooks across multiple brands, rolling out omnichannel skills-based routing for thousands of Zendesk agents and building Zendesk Explore dashboards for leadership.
Matthew Owen
LinkedInExperience: Senior Member Support Manager · Onsi
Senior Member Support Manager at Onsi since September 2023, after serving as Member Support Manager there (2021–2023). The profile describes managing a rebrand that included overseeing Zendesk changes, and integrating Customer Success and Operations teams into the existing Zendesk workspace; the headline describes him as a Zendesk Architect.
Michael Bishop
LinkedInExperience: Senior Zendesk Administrator · Aledade
Senior Zendesk Administrator at Aledade since April 2025, managing the architecture of two Zendesk instances that support 700+ enterprise licensed agents, 4,000+ light agents, 40 brands, 150+ groups and 1000+ triggers and automations. He was System Administrator at Edgenuity Inc. (now Imagine Learning) (2017–2025), and his profile describes him as a Zendesk Enterprise System Administrator and Ada bot manager with over 8 years of experience in various roles.
Nedialko Kondev
LinkedInExperience: Senior Zendesk Administration Manager · Delasport
Senior Zendesk Administration Manager at Delasport since August 2025, a lead-level role in the administrative department. Before that he was at MobiSystems, Inc. as Customer Support Lead (2017–2022), Product Manager Aqua Mail (2020–2022) and Product Manager File Commander (2022–2025), and earlier a Technical Support Specialist at Enetpulse (2013–2016).
Nikita Lebedin
LinkedInExperience: Zendesk Administrator · GoFundMe
Zendesk Administrator at GoFundMe since September 2024, after customer service roles at Avanquest as Customer Service Specialist, Team Lead and Supervisor (2019–2024), where the supervisor role involved managing a team of 5-10 people. The profile headline lists Zendesk platform management, CX systems architecture, operations and process improvement.
Sarath Kumar Mohan
LinkedInExperience: Zendesk Administrator · Opendoor
Zendesk Administrator at Opendoor since July 2025, alongside a Subject Matter Expert role there since 2022; he was also Sr. Customer Experience Advocate there in 2022. The headline lists senior support operations, Zendesk administration, QA governance, SLA compliance and process improvement, and earlier roles were in customer service at Groupon (2014–2020).
Choose the right perspective
For a large or multi-brand instance, pick someone whose role covers many agents, brands or instances; for a smaller team, a hands-on administrator who also runs support may be the better match. Before booking a call, check which parts of Zendesk the person has worked with, such as routing, Explore reporting or messaging.
Questions to take into the conversation
- 01How did you organize triggers, automations and macros so the instance stayed maintainable as it grew?
- 02How did you set up routing and SLA policies across teams or brands, and what did you change after launch?
- 03Which Zendesk Explore reports did leadership rely on most, and how did you keep that data trustworthy?
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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