CX Tooling Engineer

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

We are looking for an experienced CX Tooling Engineer - Zendesk to join our Operations Department. In this role, you will be responsible for developing efficiencies and optimizing workflows within our Zendesk platform and other associated applications (e.g., Talkdesk), creating innovative solutions to enhance the customer and provider experience. You’ll work cross-functionally across Spring Health, ensuring our tools support the needs of our rapidly evolving organization. This is an exciting opportunity to make a direct impact by enabling our teams to operate more effectively and provide exceptional support to our users.

Key Responsibilities:

• Zendesk & Talkdesk Development
• Design, implement, and maintain optimized workflows and processes within Zendesk to improve operational efficiency for the Operations Team.
• Develop and configure custom solutions in Zendesk, including automation, triggers, macros, and custom apps.
• Work with Talkdesk integrations to streamline communication processes and provide enhanced support experiences.
• Stakeholder Collaboration & Cross-Functional Support
• Collaborate closely with stakeholders across Operations, Product, and Engineering teams to understand business needs, gather requirements, and prioritize requests for tooling enhancements.
• Act as a subject matter expert on Zendesk capabilities, providing guidance and best practices to stakeholders.
• Innovative Problem Solving
• Use data-driven insights to identify opportunities for process improvements and automation within Zendesk.
• Continuously explore and propose innovative solutions to complex operational challenges, enhancing team productivity and customer satisfaction.
• Project Prioritization & Management
• Manage and prioritize multiple requests for tool updates, enhancements, and fixes, balancing day-to-day needs with longer-term strategic improvements.
• Maintain clear communication with stakeholders, setting expectations on project timelines and managing the development lifecycle.
• Documentation & Training
• Create and maintain documentation on processes, workflows, and configurations within Zendesk and Talkdesk.
• Provide training and support to the Ops team on new tools and workflows, ensuring smooth adoption of updates and enhancements.

What success looks like in this role:

• Operational efficiency (e.g., first call resolution, handle times, etc)
• Project delivery timelines
• Cost to operate

Qualifications:

• Bachelor’s degree or equivalent experience required 
• 3+ years of experience working with Zendesk, including custom configuration, workflow optimization, and automation. Experience with Talkdesk or other similar telephony software is a plus.
• Strong proficiency in Zendesk configuration, including creating triggers, automations, and custom workflows. Familiarity with APIs and integrations with other platforms.
• Demonstrated ability to innovate and create efficient solutions to complex operational challenges.
• Experience working closely with multiple teams, gathering requirements, and translating them into actionable technical solutions.
• Strong organizational skills and experience managing multiple projects or priorities effectively.
• Excellent written and verbal communication skills, with an ability to clearly document and explain processes and updates to diverse stakeholders.
• Experience of working cross-functionally in a matrix environment
• Proven track record in translating business needs into scalable and impactful programs and solutions

The target base salary range for this position is $105,000 - $125,800, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Benefits provided by Spring Health:

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace

To ensure intentional and equitable hiring practices, we use a balanced candidate slate in our interviews. This approach guarantees that our pool of qualified candidates includes individuals who are underrepresented in our organization at all levels. This is a key performance indicator (KPI) for our recruiting and hiring teams, reported quarterly to maintain accountability.

Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values

Our privacy policy: https://springhealth.com/privacy-policy/

Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.