System Administrator (Zendesk) - Remote

Overview

We are looking for a System Administrator to own and optimize our Zendesk environment as we build and scale our Customer Experience (CX) team.

In Short

• Configure and maintain ticket views, forms, macros, automations, and routing rules.
• Manage user roles, permissions, and organizational structure within Zendesk.
• Own Omnichannel Routing (OCR) setup and optimization for email, chat, and phone.
• Monitor and maintain system performance, troubleshooting and resolving issues quickly.
• Manage and implement third-party integrations (CRM, workforce management, QA, reporting tools, etc.).
• Partner with Product, Engineering, and Data teams to connect Zendesk with internal systems.
• Build and maintain dashboards and reports to track SLAs, CSAT, ticket volume, and agent productivity.
• Provide data-driven insights to CX leadership to inform decisions and improve workflows.
• Partner with Training and QA teams to ensure workflows are documented and optimized.
• Stay current on Zendesk best practices and bring new ideas to the team.

Requirements

• 3–5+ years of experience as a System Admin or CX Tools Administrator, ideally in Zendesk.
• Proven track record of building and managing Zendesk configurations at scale.
• Deep understanding of Omnichannel Routing (OCR), triggers, automations, and workflow design.
• Experience with third-party integrations and APIs.
• Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

Benefits

• Work in a fully remote U.S. team.
• Be part of a mission-driven and growing company.
• Opportunity to redefine healthcare.
• Engage with a team that cares deeply about its mission.
• Work in a fast-paced environment that encourages growth.