Zendesk Admin, Operational Excellence

Job Description

Salary:

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 best in class, 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.

Overview

Were 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.

Youll partner with CX leadership, compliance, and cross-functional teams to drive best-in-class support experiencesimproving agent workflows, automating repetitive tasks, ensuring compliance, and helping create a more efficient and effective support operation.

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.

Our Offer To Ensure You Choose Gifthealth

This is a unique opportunity to impact the lives of thousands of patients while shaping the future of patient care in a fast-paced, tech-enabled pharmacy services organization. You'll be empowered to lead at scale, innovate with purpose, and build an enduring culture of excellence.

Competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance.

401(k) with company match that is immediately vested.

Generous paid time off and flexible work environment.

Ongoing professional development and career growth opportunities.

Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Full-time