Solace

System Administrator

• Zendesk Administration: Configure and maintain ticket views, forms, macros, automations, and routing rules.
• Manage user roles, permissions, and organizational structure within Zendesk.
• Own Omnichannel Routing (OCR) setup and optimization for email, chat, and phone.
• Monitor and maintain system performance, troubleshooting and resolving issues quickly.
• Integrations & Tools: Manage and implement third-party integrations (CRM, workforce management, QA, reporting tools, etc.).
• Partner with Product, Engineering, and Data teams to connect Zendesk with internal systems.
• Evaluate and deploy new apps, APIs, and automation tools to improve agent efficiency.
• Reporting & Insights: Build and maintain dashboards and reports to track SLAs, CSAT, ticket volume, and agent productivity.
• Provide data-driven insights to CX leadership to inform decisions and improve workflows.
• Process Enablement: Partner with Training and QA teams to ensure workflows are documented and optimized.
• Recommend and implement process improvements within Zendesk to reduce friction for both customers and agents.
• Stay current on Zendesk best practices and bring new ideas to the team.

System Administrator, Zendesk

Operations

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. At Solace, we’re transforming healthcare by ensuring every patient who wants a health advocate can access one. As we scale rapidly, we're seeking an exceptional Strategic Operations Lead to spearhead critical growth initiatives and drive our clinical strategy forward. Reporting directly to our Chief Medical Officer, you'll serve as a strategic partner across the organization, leading high-impact, cross-functional initiatives that enhance clinical quality, accelerate growth, and expand our service offerings. This is a remote position. Applicants must be based in the United States. What You'll Do: Partner closely with the CMO to design and execute strategic projects that directly advance our clinical strategy and business growth objectives; Own delivery of multiple high-visibility, complex initiatives, ensuring exceptional quality output and on-time delivery while maintaining alignment with company priorities; Develop strategic recommendations and implementation roadmaps through rigorous qualitative and quantitative analysis, translating insights into actionable business plans; Develop compelling presentations and deliverables that articulate objectives, track progress, and communicate strategic recommendations to leadership teams; Design and monitor KPI frameworks, assess risks, and implement mitigation strategies to ensure initiatives consistently deliver expected outcomes. What You Bring: 3-5 years of experience in strategic operations, program management, or management consulting, with strong preference for experience at an established consulting firm; Experience in healthcare, digital health, or adjacent industries strongly preferred, with understanding of clinical operations and regulatory environments a significant plus; Exceptional analytical and business development skills, with proven ability to structure complex problems, develop compelling business cases, and interpret operational data to drive decision-making; Strong track record of leading successful strategic initiatives from conception through delivery, including experience with planning, risk management, and performance optimization; Outstanding interpersonal and communication skills, with ability to influence and collaborate effectively across all organizational levels and functional areas; Bachelor's degree required; advanced degree (MBA, MPH) preferred; A vision for what healthcare can and should be. This is a remote position. Applicants must be based in the United States.