Solace is hiring a System Administrator (Zendesk) to own and optimize our Zendesk environment as we build and scale our Customer Experience (CX) team. This role is critical in ensuring our systems are configured for efficiency, accuracy, and growth within our lean, mission-driven, and fully remote team.
What You'll Do
- 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.
- 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.
- 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.
- 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.
What We're Looking For
- 3–5+ years of experience as a System Admin or CX Tools Administrator, ideally in Zendesk.
- Proven track record of building and managing Zendesk configurations at scale.
- Deep understanding of Omnichannel Routing (OCR), triggers, automations, and workflow design.
- Experience with third-party integrations and APIs.
- Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.
- Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
Nice to Have
- Zendesk Admin or Zendesk Expert certification(s).
- Experience with workforce management, QA, or AI/automation tools.
- Previous experience in high-growth startups or customer operations teams.
Technical Stack
- Zendesk
- APIs
Team & Environment
You will partner with Product, Engineering, and Data teams, as well as Training and QA teams. Our culture is intense, lean, mission-driven, and fully remote. We're here to redefine healthcare, which demands urgency, precision, and heart.
Work Mode
This is a fully remote position open to candidates within the United States.
