Operations Manager, Zendesk

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense.

The Role

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for a highly motivated Operations Manager to join our rapidly growing team and play a pivotal  role in scaling our customer support via Zendesk.  This role offers the unique opportunity to both build and lead processes, while ensuring top-notch service delivery and fostering a customer-centric culture. 

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers.  You will be responsible for executing the day-to-day configuration, support, maintenance and improvement of our Zendesk service platform. You will lead the effort to  enhance the customer support experience, boosting efficiency, and foster a supportive environment for team members and customers.

Working closely within Support leadership, you will identify, develop, and deploy new business processes. For example, you will work on integrations to other applications, development of dashboards and reports, and the configuration of applications to meet strategic initiatives and client requirements.  

What You'll Do

• Manage a multiple user setup, profiles, roles, business rules, workflows, email notifications and other business rules to streamline the customer support process

• Elegantly customize forms, fields, views, triggers, automations, reports and dashboards 

• Design and run complex reports and dashboards, customized to each customers business needs

• Enhance the customer support experience by boosting efficiency and fostering a supportive environment for team members and customers

• Ensure the overall data quality in Zendesk

• Participate in the creation of repeatable processes that will scale with the growing number of customers our team will need to support.

• Analyze performance data to drive continuous improvements and may train staff to use Zendesk effectively

• Provide new user accounts and manage licenses and permissions

• Create and maintain thorough and  up to date  technical systems documentation and maintain Change Control Process

• Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommending process improvements

• Identify and resolve technical and user issues and enhance system functionality and user experience

• Lead the effort to implement Zendesk AI tools in a way that is highly personalized and effective for our customers

• Regularly audit the Zendesk platform for efficiency and lead projects to improve or expand the Zendesk setup based on audit results

• Research and adapt new Zendesk updates and implement new features that benefit the organization, team and customers 

• Coordinate  internal communication and planning during any Zendesk outages

What You'll Bring

• 3-5 years of Zendesk Administrator experience that demonstrates proficiency in customizing and managing Zendesk settings to match organizational needs, as well as a strong knowledge and understanding of the platform

• Strong data management and analysis skills.  Proven experience analyzing Zendesk reports and gaining actionable  insights that led to improved service efficiency and/or satisfaction

• Strong understanding of Zendesk best practices and functionality

• The ability to design and propose new processes

• Great spoken/written communication skills and high emotional intelligence.

• Extreme organization

• Results