Description
We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.
You will partner with care teams to support patients across preventative health, weight management and specific women's and men's health conditions.
About the role (What you'll be doing)
As Platform & Systems Specialist, you will own how the Zendesk platform works: how tickets are routed, which automations fire, and what teams see and measure.
Responsibilities:
- Own the global Zendesk setup across Support, Messaging, Explore, Help Centre and WFM.
- Launch new brands and markets in Zendesk on time.
- Design and tune omnichannel and skills-based routing.
- Test every change before it goes live.
- Monitor the platform day-to-day and after each change.
- Build and maintain connections between Zendesk and other tools.
- Build and maintain Explore dashboards and custom metrics.
- Deliver requests within agreed SLAs.
- Ensure safe change and document how things work.
- Troubleshoot issues.
- Manage the relationship with Zendesk.
- Share knowledge and raise the bar.
Requirements:
- 4+ years of hands-on Zendesk administration.
- Complex trigger and automation logic experience.
- Omnichannel routing experience.
- API, webhooks, and JSON experience.
- Zendesk Explore reporting experience.
- Strong communication skills.
- Ability to work AI-first.
Nice to haves:
- Zendesk Admin certification.
- AI agent or AI triage experience.
- Zendesk WFM or workforce management tool experience.
- SQL or BI tool experience.
- Non-English speaking market launch experience.
- Healthcare or regulated industry experience.
Benefits:
- Sick, parental, compassionate and vacation leave.
- Personal health days.
- HMO coverage.
- Statutory benefits.
- 13th month pay.
- Transport allowance.
- Annual professional development budget.
- Extra learning leave.
- Mentors and regular performance and pay reviews.
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