Senior Associate, Platform Operations-CX Systems Administrator

Summary

Join Maven Clinic as a Senior Associate, Platform Operations and play a vital role in supporting the daily administration of member experience platforms, primarily Zendesk. You will be responsible for ensuring scalable operations and optimizing CX tooling. This role involves troubleshooting technical issues, supporting large-scale implementation projects, and driving efficiency in agent workflows. The ideal candidate possesses 2-4 years of Zendesk administration experience, a strong understanding of the Zendesk platform, and excellent problem-solving skills. Maven offers a flexible hybrid work model and a competitive benefits package, including health insurance, paid parental leave, and professional development opportunities. The position requires active work authorization in the US and is based in the New York Metropolitan area or remotely in select locations.

Requirements

• 2-4+ years of experience in Zendesk administration
• Start-up experience
• Strong working knowledge of the Zendesk Platform, including Support, Talk, Messaging/Chat, Explore, Guide (Knowledge)
• Excellent problem-solving skills with a strong technical aptitude
• Detail-oriented, with a passion for building out systems and scalable processes
• Experience working cross-functionally with Support, Operations, Customer Success, Product, Engineering, IT teams
• Ability to manage multiple priorities in a fast-paced, high-growth environment

Responsibilities

• Own the daily administration of our support tools (Zendesk Support, QA, Workforce Management), including triggers/automations, views, macros, SLAs, and Omnichannel Routing
• Troubleshoot technical or operational issues with support tooling that are reported by our Operations and cross-functional teams
• Provide support on large-scale implementation and improvement projects

Preferred Qualifications

• Zendesk Admin Certification
• Experience in a healthcare, technology, or fast paced growing startup environment
• Familiarity with WFM (Workforce Management) and QA (Quality Assurance) Tooling
• Experience working with Generative AI based Customer Experience tools (Agent Copilot, Chatbots)

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting