Platform & Systems Specialist

eucalyptus; Manila; Sur place; PHP 1 000 000 - 1 400 000; Plein temps

Résumé du poste

Hims & Hers is seeking a Platform & Systems Specialist to own Zendesk end-to-end across global brands and markets. You’ll shape routing, automations, and dashboards, collaborating with Patient Ops and Launch teams to ensure on-time launches and SLA adherence.

You’ll work with a senior team in Manila and partners in Australia, the UK, Germany, Japan, and new markets, ensuring changes are tested and metrics are accurate.

Qualifications

• 4+ years of hands-on Zendesk administration across brands/markets.
• Experience building complex trigger/automation logic.
• Experience with omnichannel routing and SLA considerations.

Responsabilités

• Own Zendesk setup end-to-end across brands and markets.
• Design and tune routing, automations, macros, views, and SLAs.
• Collaborate with global teams for launches and changes.

Connaissances

Zendesk administration

Trigger & automation

Omnichannel routing

Cross-brand/global rollout

Outils

Zendesk

Zendesk API

Slack

Typeform

Acuity

Zapier

n8n

Description du poste

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.

About the role (What you'll be doing)

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.

What you’ll own

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.

About you (Who you are)

Skills & experience

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 chan