Zendesk Admin Operational Excellence
About Us
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.
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.
- Assist in building 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.
- Participate in Zendesk testing, user acceptance, and post-release support for system changes or new integrations.
- Ensure alignment between Zendesk and internal tools like Slack, helping connect workflows and alerts where appropriate to drive faster communication and resolution.
- Support change management and team adoption of new tools, automations, or workflows.
Qualifications
- 2+ years of hands-on experience working in Zendesk or a similar CX platform.
- 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
Employment Classification
Status: Full-time
FLSA: Exempt
Equal Employment Opportunity (EEO) Statement
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
