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Lead Zendesk Administrator

3 weeks, 2 days ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
AWS
Apply Now
Vida Health

Vida Health

Vida Health provides a comprehensive health platform that offers personalized coaching and expert guidance for individuals seeking to manage physical and mental health conditions, including weight loss and chronic disease prevention.

Health Care Providers & Services
251-1K
Founded 2013
$188M raised
View All Jobs 8

Description

  • Design, build, and maintain AI agent workflows within Zendesk to resolve complex cases autonomously and reduce manual agent touches.
  • Own the administration and reliability of the Zendesk platform, including configuration governance for triggers, automations, and integrations.
  • Serve as a thought partner to Member Services leadership and translate operational needs into scalable system requirements.
  • Bridge communication between non-technical stakeholders and Product/Engineering teams on platform needs and changes.
  • Research and scope emerging AI technologies such as Voice AI and outbound automation to improve call flows and member outreach.
  • Lead operational initiatives for high-stakes transitions while ensuring system stability and no service disruption.
  • Act as the primary technical contact for vendors such as Zendesk and AWS, including release evaluation and knowledge transfer.
  • Optimize Chat, Email, and Phone channel performance and support channel-shifting toward more efficient digital experiences.
  • Analyze data across applications to identify bottlenecks and implement efficient workflows.
  • Develop and maintain process documentation and standard operating procedures for supported applications.

Requirements

  • 5+ years of experience in SaaS platform administration.
  • Expert-level knowledge of Zendesk, including Support, Talk, Guide, Explore, and AI/Copilot.
  • Experience with AWS contact center is a plus.
  • Proven experience building production-grade AI agents.
  • Experience evaluating AI vendors for technical feasibility and long-term value.
  • Strong ability to track and manage complex cross-functional tasks for launches and migrations.
  • Excellent communication skills with experience presenting data-driven insights to leadership and technical teams.
  • Lean or Six Sigma experience is a strong bonus.
  • Deep understanding of how platform changes affect downstream triggers and automations in a healthcare environment.
  • Must be authorized to work in the U.S. and reside in or be able to work from the U.S.

Benefits

  • Competitive salary of $110,000 - $130,000 per year.
  • Remote, full-time exempt position.
  • Opportunity to work on advanced AI and automation initiatives in healthcare.
  • Equal employment opportunity and affirmative action commitment.
  • Reasonable accommodations provided for qualified individuals with disabilities and disabled veterans.

Interested in this position?

Apply directly on the company website

Apply Now

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