ФилиппиныPlatform & Systems Specialist
3 дн. назад
Филиппины
zendesk
Own and manage the Zendesk platform to support patient operations, automation, and launch teams in a leading consumer healthcare platform.
Обязанности
- Impact: Every patient message, chat, and call across our brands lands in Zendesk. As Platform & Systems Specialist, you'll own how that platform works: how tickets are routed, which automations fire, and what our teams see and measure. You'll be the person our Patient Ops, Automation and launch teams turn to when they need Zendesk to do something new, and the person who makes sure a change for one market doesn't break another.
- This is a hands-on, senior individual contributor role. You'll work alongside our Patient Ops Platform Specialist and our global Automation team in Manila, and with ops leaders in Australia, the UK, Germany, Japan, and our newest markets.
- What good looks like: new brands and markets go live in Zendesk on time, requests are delivered within SLA, markets are told about global changes before they go live, and dashboards are accurate.
- Zendesk, end to end. Own our global Zendesk setup across Support, Messaging, Explore, Help Centre and WFM . That covers triggers, automations, macros, views, ticket fields and forms, SLAs, groups, roles and permissions, for every brand and market.
- New brands and market launches. Stand up Zendesk for new brands and markets: brands or instances, help centres, web forms, routing, CSAT, phone lines and review integrations, translated and tested by launch day.
- Routing and queues. Design and tune omnichannel and skills-based routing, agent capacity, FIFO and reassignment rules, auto-close logic and Intelligent Triage, so tickets reach the right team fast. Work with our AI agent (Lorikeet), so handoffs between AI and humans are clean.
- Testing before launch. Test every change before it goes live, in a test environment and across each brand, channel, and market it affects. Check edge cases and how it works with existing triggers, routing, and Lorikeet, and get sign-off before launch.
- Monitoring and early flagging. Set up alerts and dashboards to monitor the platform day to day and after each change, covering things like untriaged tickets, routing gaps, SLA breaches, and failed integrations. Spot issues early, flag risks to the affected teams before they reach patients, and follow up until they’re fixed
- Integrations. Build and maintain the connections between Zendesk and the rest of our stack, including Lorikeet, Slack, Trustpilot, Typeform, Acuity, Zapier, n8n, webhooks, and the Zendesk API. Partner with Engineering on anything that touches our patient admin platform.
- Reporting. Build and maintain the Explore dashboards and custom metrics our ops leaders use every week, from FRT, TRT and CSAT to productivity and QA, and support data requests for weekly business reviews.
- Requests, done well. Work from a shared intake board and deliver within agreed SLAs. Turn vague asks into clear requirements, and push back when a request would cause problems elsewhere.
- Safe change. Post every change in the change log, give markets notice before global changes, and document how things work. Keep the instance clean by retiring old triggers, tags, and views.
- Troubleshooting. Be the go-to when something looks wrong: why a ticket was routed, merged or closed, why a metric moved, why an integration stopped. Find the root cause and fix it for good.
- Vendor relationship. Help manage our relationship with Zendesk: licences and add-ons, product updates, early-access features and support cases.
- Raise the bar. Act as the senior Zendesk expert for the Platform and Automation teams. Share what you know, review others' builds, and spot where AI and automation can remove manual work.
Требования
- You have 4+ years of hands-on Zendesk administration, ideally across several brands, markets or a high-volume support operation.
- You've built complex trigger and automation logic and set up omnichannel routing, and you think through the downstream impact before you change anything.
- You're comfortable with APIs, webhooks, and JSON, and you've connected Zendesk to other tools using Zapier, n8n, or similar.
- You can build reporting in Zendesk Explore, including custom metrics and attributes, and explain what the numbers mean to non-technical leaders.
- You turn a messy operational problem into a clear, well-documented system design.
- You communicate clearly in written and spoken English, and work well with stakeholders across time zones who don't always agree.
- You work AI-first, using tools like Claude every day to build, test, analyse, and document faster.
Будет плюсом
- Zendesk Admin certification.
- Experience with AI agents or AI triage in support (for example, Zendesk AI).
- Experience with Zendesk WFM or another workforce management tool.
- Experience with SQL or a BI tool such as Sigma.
- Experience launching support for non-English-speaking markets.
- Experience in healthcare or another regulated industry where data privacy matters.
Другое
- We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.
- We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.
- You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.
- We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.
- We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.
- We hope that's you.
- You're willing to work a full-time shift (40 hours a week) that overlaps with both Australian and UK business hours, with flexibility around launches.
- You're based in or near Metro Manila and can work from our Makati office 3 days a week.
- You have a suitable work-from-home setup and a stable internet connection
- Build something world-changing. We're growing at pace: 130% year-on-year revenue growth, culminating in our acquisition by Hims & Hers in 2026. We've supported over 350k patients across 5 markets, and our goal is 1 million patients globally.
- Own a platform that matters. Zendesk is where our patients reach us. You'll shape how millions of conversations are handled, across more brands and markets every year.
- Our teams are incredibly passionate. Our talent bar is high and our work ethic is strong. You'll have real autonomy, regular feedback and teammates who care deeply about patients.
- We'll have your back when you need us the most. From day 1 you'll have sick, parental, compassionate and vacation leave, plus personal health days. You'll get HMO coverage for you and up to two dependents, statutory benefits (SSS, PhilHealth and HDMF), 13th month pay and a transport allowance for office days.
- We will invest in your career. You'll get an annual professional development budget, extra learning leave, mentors and regular performance and pay reviews.
- We move at incredible speed. We build in the open and share our work freely, so we learn and ship faster. You'll spend plenty of time outside your comfort zone, and we wouldn't have it any other way.
- At , we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.