Platform & Systems Specialist (Zendesk)

Location: Based in or near Metro Manila, with work from the Makati office 3 days per week; full-time 40-hour shifts must overlap with Australian and UK business hours.

Company

hirify.global is a consumer healthcare platform supporting patients across preventative health, weight management, and women's and men's health conditions in multiple global markets.

What you will do

• Own the global Zendesk setup across Support, Messaging, Explore, Help Centre, and WFM, including triggers, automations, macros, views, fields, forms, SLAs, groups, roles, and permissions.
• Launch Zendesk for new brands and markets, including help centres, web forms, routing, CSAT, phone lines, review integrations, translation, and testing.
• Design and tune omnichannel and skills-based routing, queues, agent capacity, reassignment rules, auto-close logic, Intelligent Triage, and AI-to-human handoffs with Lorikeet.
• Test changes across brands, channels, and markets; monitor alerts and dashboards; identify routing gaps, SLA breaches, and failed integrations before they affect patients.
• Build and maintain integrations with Lorikeet, Slack, Trustpilot, Typeform, Acuity, Zapier, n8n, webhooks, and the Zendesk API, partnering with Engineering where needed.
• Maintain Explore dashboards and metrics, manage change documentation and vendor coordination, troubleshoot root causes, and improve automation and platform quality.

Requirements

• 4+ years of hands-on Zendesk administration, ideally across several brands, markets, or a high-volume support operation.
• Experience building complex trigger and automation logic and configuring omnichannel routing while assessing downstream impact.
• Comfort with APIs, webhooks, and JSON, plus experience connecting Zendesk with other tools using Zapier, n8n, or similar platforms.
• Ability to build Zendesk Explore reports with custom metrics and attributes and explain results to non-technical leaders.
• Ability to turn operational problems into clear, well-documented system designs.
• Clear written and spoken English communication and effective collaboration with stakeholders across time zones.
• AI-first working style, using tools such as Claude to build, test, analyse, and document.
• Must be based in or near Metro Manila and able to work from the Makati office 3 days per week.
• Must be available for a full-time 40-hour shift overlapping Australian and UK business hours, with flexibility around launches.
• Must have a suitable work-from-home setup and stable internet connection.

Nice to have

• Zendesk Admin certification.
• Experience with AI agents or AI triage in support, Zendesk WFM or another workforce management tool, SQL, or a BI tool such as Sigma.
• Experience launching support for non-English-speaking markets.
• Experience in healthcare or another regulated industry where data privacy matters.

Culture & Benefits

• Autonomy, regular feedback, and collaboration with passionate teams focused on patient care.
• Sick, parental, compassionate, vacation, and personal health leave.
• HMO coverage for the employee and up to two dependents, statutory benefits, 13th month pay, and a transport allowance for office days.
• Annual professional development budget, extra learning leave, mentoring, and regular performance and pay reviews.
• Fast-paced environment with open sharing, rapid delivery, and significant ownership.
• Reasonable interview-process adjustments are supported; AI-assisted recruitment tools are used, while hiring decisions are made by people.