Systems Operations Specialist

About BoulderBoulder Care is an award-winning digital clinic for addiction medicine, recognized for both innovation and high quality of patient care. Founded in 2017 by CEO Stephanie Strong, our mission is to improve the lives of people with substance use disorders through compassionate, evidence-based care.We provide Boulder patients with a fully virtual, multidisciplinary care team—including medical providers and peer recovery specialists—who deliver personalized treatment, including medication-assisted treatment (MAT) and ongoing support. Our approach is grounded in clinical excellence, patient-centered care, and a commitment to reducing barriers to recovery. Boulder partners with leading health plans, employers, and community organizations to ensure that our services are accessible and covered for the people who need them most.Named by Fortune as one of the Best Workplaces in Healthcare, Boulder fosters a culture of kindness, respect, and meaningful work that delivers outstanding patient outcomes and moves the addiction medicine industry forward.About the RoleThe Systems Operations Specialist is responsible for maintenance of Zendesk, system and process optimization, and user support for Zendesk and other care operations tools.Key Responsibilities:Zendesk & System Management (Primary Focus)Own the daily operational maintenance of the clinic's Zendesk instance, including but not limited to user onboarding/offboarding, managing settings, updating queues, and configuring views and macros based on evolving clinic needs and team feedback.Provide tier 1 troubleshooting and technical support for care teams regarding system use and immediate operational issues across core business tools (Zendesk, Shipfusion, Dosespot).Create, maintain, and interpret data dashboards within Zendesk to monitor key operational metrics, identify trends in user issues or ticket volume, and report findings to the Director.Assist in the evaluation, testing, and rollout of new system features or minor tool implementations as directed.Support team leaders with the implementation of SLAs, workflow changes, interpretation of dataSystem optimization, ensuring the system is configured for maximum efficiency, ease of use, and data insightsWorkflow & Knowledge Base DocumentationDesign, document, and update standard operating procedures (SOPs) and system workflows across clinic operations to enhance team efficiency and reduce errors.Maintain and update internal knowledge bases (e.g., Notion wikis), ensuring all system documentation, guides, and troubleshooting resources are accurate and easily accessible to all users.Monitor the designated support channel (e.g., IT-help slack) for real-time user feedback, quickly addressing issues, and proactively identifying system gaps or workflow inefficiencies.May help with ad hoc operations initiatives as neededVendor & Stakeholder LiaisonServe as the primary operational point of contact for the Zendesk vendor, escalating and tracking technical issues, communicating business needs, and coordinating system updates.Act as a secondary liaison for vendors of other critical tools (Shipfusion, Dosespot).Collaborate with the Product team to ensure operational readiness for changes impacting care support teams, assisting with communication and change management efforts.Qualifications:Minimum of 2-3 years of professional experience in a technical support, operations, or administrative role, preferably within a healthcare or clinic setting.Proven hands-on experience with Zendesk or a similar customer service/ticketing platform is required.Strong organizational skills and an acute attention to detail with the ability to manage multiple small projects simultaneously.Excellent written and verbal communication skills, including the ability to translate technical concepts into clear, non-technical instructions for end-users.Familiarity with workflow tools such as Notion.Ability to work effectively in a fast-paced, dynamic environment.Work environmentThis is a fully remote role but we are currently only hiring candidates located in the following states: AZ, FL, GA, ID, IL, KY, MA, NC, NJ, NY, OH, OR, PA, SC, TN, TX, UT, WA, and WV. Applicants must reside and work in one of those states to be considered.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.Office Requirements: Boulder teammates working with sensitive information must have a dedicated, private workspace with a lockable door and high-speed internet to maintain a secure, distraction-free environment, ensuring compliance with HIPAA and confidentiality standardsBoulder Care employees are free to use our river-front HQ located in Portland, OR whenever they would likeExpected hours of workThis is a full-time remote position expected to work 40 hours between Monday-Friday. Must be able to work 8am-5pm or 9am-6pm in your time zone.CompensationThe starting pay range for this position is $60k - $67k per year; base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including equity grants in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave).Some of Boulder’s amazing benefits for regular, full-time employeesContribution to meaningful, life-saving work!Comprehensive medical, dental, vision, and short-term disability benefits designed to take care of our employees and their families Mental Health Services via Regence, Doctors on Demand, and EAP for continuous care4 weeks of vacation accrued per calendar year with a tenured increase to 5 weeks at 2 years of employmentSick leave accrued at 1 hr for every 30 hrs paid9 Paid Holidays per year12 weeks of 100% paid parental leave for the birth or adoption of a child (after 6 months of employment)401(k) retirement savingsRemote friendly with hardware provided to complete your work dutiesOur valuesThe people we care for always come firstOur opportunity is also our duty, in service to othersShare facts to change minds, instill empathy to change heartsMove the industry forward: follow the dataStrong individuals, stronger togetherBoulder Care believes the people who manage our product and team should be representative of those who use the platform. This includes people from backgrounds that are historically underrepresented in the industry. We celebrate differences and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, citizenship, marital status, disability, gender identity or veteran status. If you are a qualified person with a passion for what we do, please apply!