Zendesk Admin – Operational Excellence

Gifthealth

Zendesk Admin – Operational Excellence at Gifthealth, focusing on healthcare support efficiency and compliance. Collaborating across teams to enhance the Zendesk environment and drive improvements.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $84,612 - $99,543 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Gifthealth Website LinkedIn All Job Openings 501 - 1000 employees Founded 2020 ☁️ SaaS 💊 Pharmaceuticals 🤝 B2B 💰 $40M Private Equity Round - GiftHealth on 2023-04 SaaS
Pharmaceuticals
B2B Gifthealth is a technology-enabled patient access and prescription fulfillment company that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers through a unified digital platform. It streamlines enrollment, electronic benefits verification, e-prior authorization, and payment/affordability support while managing pharmacy fulfillment and patient support services. The platform also provides manufacturers with actionable data and insights on patient journeys and brand performance, driving faster, more reliable medication access. Zendesk Admin – Operational Excellence 🔥 0 minutes ago 🇺🇸 United States – Remote 💵 $84.6k - $99.5k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level ⚙️ Operations Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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. 🎯 Requirements
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.
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Hard Skills & Tools

Zendeskautomationworkflow optimizationticket routing strategiesdata analysisprocess designSOP documentationuser acceptance testingBI toolsExcel

Soft Skills

collaborativecommunicativeattention to detailanalytical mindsetcross-functional teamworkchange managementproblem-solvingadaptabilitycoachingcontinuous improvement