Zendesk Coordinator

Opportunity

The Zendesk Coordinator serves as the operational backbone for Twin Health’s Clinical Delivery Management (CDM) ticketing system. This role ensures that internal and external communications are accurately categorized, prioritized, and routed to the right teams, reducing delays, minimizing manual rework, and driving efficiency across clinical and operational workflows.

This role combines structured problem-solving with an eye for data, systems, and detail. You’ll support early-stage responsibilities in CDM operations, including data entry, trend analysis, and system optimization across platforms such as Zendesk, Salesforce, and ClinicApp. Working closely with CDM Eligibility Operations, Member Experience, and Clinical Operations teams, you’ll support data-driven decision-making and continuous workflow improvements that enhance and strengthen both member experience and operational performance.

Responsibilities 

Operational Excellence

• Triage and categorize approximately 50–125+ incoming tickets per day, ensuring accurate assignment to the correct CDM manager or cross-functional partner.
• Tag and route high-volume categories such as Coverage Eligibility, Disenrollment, Lab Issues, Clinical Eligibility, and Re-enrollment.
• Manage manual Salesforce data entry into Zendesk and reconcile information across multiple platforms.
• Track and document outcomes of mass communications sent via Zendesk.
• Identify and reroute misclassified or duplicate tickets; escalate time-sensitive cases (e.g., disenrollment prevention, re-enrollment reviews).
• Support weekly LOC Mass Marketing Campaign activities and identify non-CDM-related ticket trends for manager review.

Reporting & Data Insights

• Analyze ticket trends to identify root causes and recurring operational issues.
• Develop action plans to address member or stakeholder grievances surfaced through ticket reviews.
• Build and maintain automated reporting solutions that reduce manual effort and improve visibility into team performance.
• Maintain regular KPI reports and real-time dashboards that empower leadership and frontline teams to make data-driven decisions.

Stakeholder Collaboration

• Serve as the liaison between Clinical Delivery teams and cross-functional partners for operational requirements and process alignment.
• Partner with Salesforce, Zendesk Product, and integration teams to support platform enhancements and system migrations.
• Deliver operational updates and insights to CDM management, surfacing trends, blockers, and recommendations for improvement.
• Maintain strong, collaborative relationships with both internal and external stakeholders to ensure smooth day-to-day operations.
• Other duties as assigned

Qualifications 

• Bachelor’s degree (preferred in Health Informatics, Information Systems, Business Operations, or a related field)
• Experience with Zendesk or similar ticketing systems (required or strongly preferred)
• Proficiency in Microsoft Office or Google Workspace
• Experience with analytics and visualization tools such as Tableau, Lightdash, or Redash
• Strong organizational and time-management skills, with the ability to handle multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills, with the ability to translate technical or clinical data into clear, member-friendly language
• Detail-oriented, analytical thinker with a practical approach to problem-solving
• Collaborative team player who is also comfortable working independently
• This remote opportunity based out of the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

What Success Looks Like

• High accuracy and timeliness in ticket categorization and routing
• Streamlined communication workflows between CDM and cross-functional teams
• Robust dashboards and reports that provide clear, actionable insights
• Reduced manual workload and improved operational turnaround times
• Positive feedback from internal stakeholders on efficiency and collaboration

Compensation and Benefits  

The compensation range for this position is $50,000 - $60,000 annually. 

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan