Zendesk Admin – Operational Excellence

Role Overview

• 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.
• High comfort working in a fast-paced, ever-evolving environment focused on continuous improvement.