Lead Zendesk Administrator

Vida Health

4d • Remote

About The Position

Vida Health is seeking a high-level Lead Zendesk Administrator to serve as the primary strategic stakeholder for our Member Services application ecosystem. This role bridges the gap between frontline operations and Product/Engineering teams, moving beyond basic execution to drive the operational maturity and reliability of our platforms. The ideal candidate will possess deep architectural expertise in Zendesk and AWS, with a proven track record of designing and deploying workflows that drive measurable efficiency and channel-shifting.

Requirements

• 5+ years of experience in SaaS platform administration, with expert-level knowledge of Zendesk (Support, Talk, Guide, Explore, and AI/Copilot).
• Proven experience building production-grade AI agents and evaluating AI vendors for technical feasibility and long-term value.
• Strong ability to itemize, track, and manage the complex set of cross-functional tasks required for successful system launches and migrations.
• Excellent communication skills and experience interfacing with leadership and technical teams to translate data into actionable insights.
• Deep understanding of how platform system changes impact downstream triggers and automations, specifically within a healthcare environment.

Nice To Haves

• Previous experience with AWS contact center.
• Lean or Six Sigma experience is a strong bonus.

Responsibilities

• Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches.
• Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable.
• Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams.
• Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success.
• Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption.
• Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates.
• Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences.
• Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization.
• Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications.

Benefits

• Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.
• We seek to recruit, develop and retain the most talented people from a diverse candidate pool.
• Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed