Zendesk Superuser (6month FTC)

Ready to revolutionize healthcare, making it faster and more accessible than ever before? 

How we started:

Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth. 

Where we are now:

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX.

Where we’re going:

Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone. 

Come be a part of making our dream of easier and faster healthcare a reality!

About the Role

We’re looking for an experienced Zendesk super-user to join our Customer Service team on a 6-month fixed-term contract. This role is all about making sure our team has the best tools, processes, and support to deliver exceptional patient experiences, while keeping things efficient, scalable, and compliant.

You’ll be the go-to person for all things Zendesk, using your technical skills and operational know-how to optimise the platform, improve workflows, and keep performance high. From configuring automations to training the team, you’ll make sure Zendesk works hard for us, not the other way around.

 This is a fixed term contract for 6 months & a fully remote role, from anywhere in the UK. 

What you’ll be doing:

• Run a gap analysis to map where we are now vs where we want Zendesk to be
• Configure and optimise Zendesk (views, automations, triggers, macros, workflows)
• Manage user permissions, ticket routing, escalation processes, and SLA set-up
• Monitor performance and drive continuous improvement
• Work with Product and Engineering to manage integrations and automation
• Create dashboards and reports to track performance and SLA compliance
• Ensure reporting is accurate, consistent, and aligned with defined metrics
• Train the team on best practice, new features, and troubleshooting
• Create documentation, SOPs, and onboarding materials

What you’ll bring to the role:

• 3+ years’ hands-on experience as a Zendesk admin or super-user
• Strong understanding of Zendesk Support configuration, reporting, and best practice
• Experience in customer service operations and process optimisation
• Confidence working with HTML/CSS for customisation and API integrations
• Strong analytical and problem-solving skills
• Clear, confident communication and training skills
• Bonus: Zendesk certification and/or experience in a regulated industry

• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)

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