Zendesk Admin Operational Excellence

Description

Zendesk Admin Operational Excellence
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

About Us

Gifthealth is a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. We're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services.

Position Summary

We’re looking for a proactive and analytical Zendesk Admin – Operational Excellence to manage and continuously improve our Zendesk environment with a focus on system performance, operational efficiency, and compliance. This role works closely with our Zendesk Administrator (who maintains final ownership of all workflows) and is responsible for identifying and executing scalable, data-driven enhancements across our support ecosystem. You’ll partner with CX leadership, compliance, and cross-functional teams to drive best-in-class support experiences—improving agent workflows, automating repetitive tasks, ensuring compliance, and helping create a more efficient and effective support operation.

Key Responsibilities

• Manage day-to-day Zendesk tasks, including building views, macros, triggers, automations, and user configurations to support a high-performing support team.
• Collaborate with the Zendesk Administrator to propose workflow updates and system enhancements; all workflow changes will be finalized and approved by the Zendesk Admin.
• Partner with Support, Operations, and Compliance teams to ensure Zendesk workflows align with pharmacy regulations, HIPAA requirements, and call center compliance standards.
• Identify and implement automation and routing strategies that reduce handling time and increase one-call resolution.
• Absorb internal dashboards and reports using Zendesk Explore or other BI tools to analyze trends in ticket volume, resolution time, SLA adherence, and CSAT.
• Proactively identify process gaps or inefficiencies across the support lifecycle and recommend technology or process-based solutions.
• Contribute to documentation, SOPs, and internal knowledge bases for Zendesk use and system practices.
• Monitor agent interactions and system performance to help identify trends or opportunities for coaching and support improvements.
• Support change management and team adoption of new tools, automations, or workflows.

Qualifications

• 3+ years of hands-on Zendesk admin experience; Zendesk Administrator certification preferred.
• Familiarity with support operations in pharmacy, healthcare, or regulated call center environments is strongly preferred.
• Experience using or supporting workflows within BestRx or similar pharmacy management software is highly desirable.
• Demonstrated ability to optimize workflows, build and manage automations, and improve ticket routing strategies.
• Understanding of pharmacy compliance, HIPAA, and call center best practices, including escalation handling and documentation standards.
• Proven ability to create efficiencies through process design, automation, or technology integrations.
• Strong understanding of Slack and its use in CX team communications and workflows.
• Analytical mindset with ability to translate data into action; experience with Zendesk Explore, Excel, or BI tools is a plus.
• Collaborative and communicative, with experience working cross-functionally and a strong attention to detail.
• High comfort working in a fast-paced, ever-evolving environment focused on continuous improvement.

Work Environment

Location: Remote
Schedule: Full-time
May require availability or flexibility for escalations
Regular meetings with your teams, departments, or leadership to ensure alignment.

Key Essential Functions

• Must be able to remain in a stationary position (sitting or standing) for extended periods while working on a computer.
• Must be able to operate a computer and related equipment, including keyboard and mouse, for the duration of the workday.
• Must perform repetitive motions for an entire shift, including typing, clicking, and data entry.
• Must be able to communicate effectively via video conferencing, phone, and messaging platforms.
• Must be able to work remotely for all scheduled shifts with reliable internet access.
• Must be able to manage screen time for extended periods and maintain focus in a virtual environment.

Salary Description

$84,612 - $99,543