Senior Associate, Platform Operations - CX Systems Administrator
Maven ClinicSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, Biotechnology, Customer SupportIndustries
Requirements
Candidates should have 3-5+ years of experience as a System Administrator or CX Tools Administrator, ideally with Zendesk. A proven track record of building and managing Zendesk configurations at scale is required, along with a deep understanding of Omnichannel Routing (OCR), triggers, automations, and workflow design. Experience with third-party integrations and APIs, strong analytical and problem-solving skills, and the ability to manage multiple priorities in a fast-paced environment are essential. Bonus points include Zendesk certifications, experience with workforce management, QA, or AI/automation tools, and prior experience in high-growth startups or customer operations teams. Applicants must be based in the United States.
Responsibilities
The System Administrator will configure and maintain Zendesk ticket views, forms, macros, automations, and routing rules, as well as manage user roles, permissions, and organizational structure. They will own and optimize Omnichannel Routing (OCR) for various channels, monitor system performance, and troubleshoot issues. Responsibilities also include managing and implementing third-party integrations, evaluating and deploying new apps and tools, and building reports and dashboards to track key metrics. The role involves providing data-driven insights, partnering with training and QA teams on workflow documentation and optimization, and recommending process improvements within Zendesk.
Skills
Zendesk Administration
Ticket Views
Forms
Macros
Automations
Routing Rules
User Roles
Permissions
Omnichannel Routing (OCR)
System Performance Monitoring
Troubleshooting
Third-party Integrations
CRM
Workforce Management
Solace Health
Personalized healthcare advocacy and management services
About Solace Health
Solace Health provides personalized health advocacy services to help individuals and families navigate complex healthcare systems. The company connects clients with skilled health advocates who assist with various health concerns, including chronic conditions, care coordination for aging loved ones, and medical billing and insurance issues. Solace Health's advocates guide clients through understanding medical diagnoses, treatment options, and communication with healthcare providers. The company operates on a business model that facilitates connections between clients and advocates, generating revenue through service fees or subscription models for ongoing support. Clients can access the platform for free, while advocates receive tools and resources at no cost to help manage their practices. By securely storing care details and communications, Solace Health aims to empower clients, restore their confidence in healthcare decisions, and enhance their overall quality of life.
Redwood City, CaliforniaHeadquarters
2022Year Founded
$13.6MTotal Funding
SERIES_ACompany Stage
HealthcareIndustries
51-200Employees