Lead Zendesk Administrator

Vida Health Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Lead Zendesk Administrator responsible for serving as the primary strategic stakeholder for Vida Health’s Member Services application ecosystem, bridging frontline operations with Product and Engineering teams to drive operational maturity and reliability of platforms.
• Design, deploy, and optimize complex workflows in Zendesk and AWS to improve efficiency, enable channel-shifting, and enhance member experience through data-driven automation and system integration.
• Collaborate with cross-functional teams including Product, Engineering, and Member Services to translate operational needs into technical solutions, ensuring alignment with business goals and scalability.
• Maintain and evolve Zendesk architecture with deep expertise in configuration, automation, reporting, and integrations, ensuring high availability, security, and compliance.
• Drive continuous improvement initiatives by analyzing system performance, identifying bottlenecks, and implementing best practices for ticket routing, SLA management, and self-service capabilities.
• Serve as a subject matter expert for Zendesk and AWS, providing guidance, training, and support to internal teams while advocating for platform investments that deliver measurable ROI.

🎯 Requirements

• Expert-level proficiency in Zendesk administration, including advanced workflow automation, triggers, macros, SLA policies, and reporting.
• Proven experience designing and managing integrations between Zendesk and AWS services (e.g., Lambda, S3, CloudWatch) or other enterprise systems.
• Demonstrated ability to translate operational requirements into scalable technical solutions that improve efficiency and member experience.
• Strong analytical skills with experience using data to measure impact, optimize processes, and drive continuous improvement.
• Excellent communication and collaboration skills to work effectively with Product, Engineering, and frontline operations teams.

🏖️ Benefits

• Opportunity to lead and shape the strategic direction of a critical member-facing platform at a mission-driven healthcare company.
• Work with cutting-edge technology stack including Zendesk and AWS in a fast-growing, innovative environment.
• Direct impact on improving member experience and operational efficiency for a trusted healthcare provider serving Fortune 100 clients.
• Collaborative, purpose-driven culture focused on improving health outcomes through technology and personalized care.

Skills & Technologies

AWS

Senior

Onsite

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Vida Health Inc.

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About Vida Health Inc.

Vida Health is a San Francisco-based virtual-care company that pairs individuals with coaches, therapists, dietitians and clinicians to manage chronic physical and behavioral conditions such as diabetes, hypertension, anxiety and depression. Through a mobile platform, members receive personalized care plans, biometric tracking, medication management and ongoing messaging or video visits. The company integrates with health plans, employers and health systems, aiming to improve outcomes and reduce costs by combining human expertise with data science and connected devices.

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