Lead Zendesk Administrator

Job not on LinkedIn

🕒 May 5

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟠 Senior

🖥️ Administration

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Vida Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

⚕️ Healthcare Insurance

🧘 Wellness

☁️ SaaS

Healthcare Insurance • Wellness • SaaS

Vida Health is a company committed to improving health outcomes for various physical and mental health conditions, including diabetes, obesity, depression, and hypertension. They offer personalized, human-led care combined with digital technology to manage and treat these complex conditions. Vida Health partners with employers, health plans, and consultants to provide comprehensive health solutions. Their services include video chats and text-based messaging with healthcare providers, and they utilize machine learning and synced devices to personalize member care. They focus on significant cost savings and improved health outcomes for cardiometabolic conditions, guaranteeing results and offering up to 100% of fees at risk for both physical and mental healthcare.

📋 Description

• Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches. • Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable. • Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams. • Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success. • Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption. • Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates. • Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences. • Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization. • Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications.

🎯 Requirements

• 5+ years of experience in SaaS platform administration, with expert-level knowledge of Zendesk (Support, Talk, Guide, Explore, and AI/Copilot). Bonus if you also have previous experience with AWS contact center. • Proven experience building production-grade AI agents and evaluating AI vendors for technical feasibility and long-term value. • Strong ability to itemize, track, and manage the complex set of cross-functional tasks required for successful system launches and migrations. • Excellent communication skills and experience interfacing with leadership and technical teams to translate data into actionable insights. • Proficiency in driving practical, continuous improvement (Lean or Six Sigma experience is a strong bonus). • Deep understanding of how platform system changes impact downstream triggers and automations, specifically within a healthcare environment.