System Administrator (Zendesk)

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health

About the Role

We are looking for a System Administrator to own and optimize our Zendesk environment as we build and scale our Customer Experience (CX) team. This role is critical in ensuring our systems are configured for efficiency, accuracy, and growth. From routing and views to integrations and automation, you will be the go-to expert for ensuring our tools empower the team to deliver outstanding customer support.

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.

We're a Series B startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire. Our fully remote U.S. team is lean, mission-driven, and growing quickly.

Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way.

Read more in our Wall Street Journal funding announcement here.

What You’ll Do

Zendesk Administration

• Configure and maintain ticket views, forms, macros, automations, and routing rules.

• Manage user roles, permissions, and organizational structure within Zendesk.

• Own Omnichannel Routing (OCR) setup and optimization for email, chat, and phone.

• Monitor and maintain system performance, troubleshooting and resolving issues quickly.

Integrations & Tools

• Manage and implement third-party integrations (CRM, workforce management, QA, reporting tools, etc.).

• Partner with Product, Engineering, and Data teams to connect Zendesk with internal systems.

• Evaluate and deploy new apps, APIs, and automation tools to improve agent efficiency.

Reporting & Insights

• Build and maintain dashboards and reports to track SLAs, CSAT, ticket volume, and agent productivity.

• Provide data-driven insights to CX leadership to inform decisions and improve workflows.

Process Enablement

• Partner with Training and QA teams to ensure workflows are documented and optimized.

• Recommend and implement process improvements within Zendesk to reduce friction for both customers and agents.

• Stay current on Zendesk best practices and bring new ideas to the team.

What We’re Looking For

• 3–5+ years of experience as a System Admin or CX Tools Administrator, ideally in Zendesk.

• Proven track record of building and managing Zendesk configurations at scale.

• Deep understanding of Omnichannel Routing (OCR), triggers, automations, and workflow design.

• Experience with third-party integrations and APIs.

• Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.

• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

Bonus Points

• Zendesk Admin or Zendesk Expert certification(s).

• Experience with workforce management, QA, or AI/automation tools.

• Previous experience in high-growth startups or customer operations teams.

This is a remote position. Applicants must be based in the United States.

Up for the Challenge?

We look forward to meeting you.

Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [email protected] or [email protected].