We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.
Position Overview
We are seeking an experienced Zendesk Product Owner & Systems Administrator to join Worker Operations at Clipboard Health. This role combines technical system administration with strategic product ownership of our Zendesk implementation. The ideal candidate will serve as the principal architect of our Zendesk ecosystem, driving technical excellence while ensuring the platform evolves to meet our growing business needs.
Core Responsibilities1. Zendesk Product Ownership
- Own the complete Zendesk technical roadmap, including feature releases, customizations, and platform evolution.
- Lead technical discovery sessions with stakeholders to identify requirements and translate them into technical solutions.
- Develop and maintain comprehensive technical documentation, including system architecture, integration patterns, and best practices.
- Champion Zendesk best practices across the organization and stay ahead of platform innovations.
2. Advanced Technical Administration
- Architect and implement complex workflows, custom objects, and advanced automation rules.
- Design and optimize sophisticated triggers, macros, and business rules to enhance operational efficiency.
- Manage complex API integrations and custom middleware solutions.
- Implement and maintain monitoring and alerting systems.
- Lead technical troubleshooting for critical system issues and integration failures.
- Design and enforce scalable naming conventions and tagging taxonomies.
3. Security & Access Management
- Establish and maintain robust security protocols for Zendesk and integrated systems.
- Design permission structures.
- Conduct regular security audits and access reviews.
- Collaborate with cross-functional external teams on compliance initiatives.
- Manage user provisioning and de-provisioning workflows.
4. System Optimization & Innovation
- Proactively identify opportunities for system improvements and automation.
- Lead the evaluation and implementation of new Zendesk features and products.
- Design and implement custom solutions using Zendesk's API and development tools.
- Optimize system performance and maintain high availability standards.
- Drive continuous improvement through metrics and performance analytics.
Success CriteriaTechnical Excellence
- Maintain 99.9% system availability and performance standards.
- Resolve critical issues within 4 hours and standard issues within 24 hours.
- Successfully implement new features with zero negative business impact.
- Maintain comprehensive technical documentation and system architecture diagrams.
Required Qualifications
- 4+ years experience with Zendesk administration, including extensive customization and integration work.
- Deep technical knowledge of Zendesk's complete product suite and API capabilities.
- Proven experience with Zendesk's advanced features (Custom Objects, Side Conversations, Content Blocks, etc.).
- Strong background in contact center operations and customer service technology (3+ years).
- Demonstrated ability to manage complex technical projects independently.
- Excellence in technical documentation and system architecture design.
Nice to Have
- Zendesk Administrator Certification.
- Experience with JavaScript, HTML, and CSS for custom Zendesk solutions.
- Experience with data analytics and reporting tools.
- Background in project management.
Career Progression
This role serves as a pathway to Senior Admin Leadership positions, with opportunities to:
- Lead a team of Technical System Administrators.
- Drive wide technical strategy.
- Oversee multiple systems.
- Influence product direction with major vendors.
- Shape the technical architecture of customer service operations.
Top Skills
What We Do
Clipboard Health uses technology to help nursing facilities (SNFs, senior care, hospitals) get the right nurse at the right place at the right time (CNAs, LVNs, RNs, NPs, etc). There is a well-known shortage of nurses nationwide, meanwhile many new nursing graduates are still unable to find a job 18 months after graduation. Clipboard health aims to solve this problem for the 4 million nurses who comprise one of top three most common jobs in the country. With a presence in multiple locations around the country, Clipboard Health is an alumnus of the incubator Y Combinator.
