Customer Support Operations Tooling Expert - Remote

Overview

Join Jane, a remote-first company focused on simplifying the lives of healthcare practitioners and patients. We are seeking a Customer Support Operations Tooling Expert to enhance the tools that support our Customer Success Operations team.

In Short

• Remote position allowing work from anywhere in Canada.
• 6-month contract with potential for extension.
• Focus on optimizing support tools like Talkdesk and HelpScout.
• Collaborate with CS Ops and Support leadership.
• Lead tooling improvements and workflow enhancements.
• Identify automation opportunities to streamline processes.
• Document changes and educate the team on best practices.
• Utilize data analytics to guide system improvements.
• Maintain a mindset of continuous improvement.
• Be resourceful and adaptable in a growing company.

Requirements

• Experience with support platforms such as Talkdesk, HelpScout, Zendesk, or Intercom.
• Strong problem-solving skills with a bias toward action.
• Familiarity with workflow design and process mapping.
• Ability to work with data to validate decisions.
• Clear communicator, especially with non-technical teammates.
• A systems thinker balancing usability and maintainability.

Benefits

• Autonomy and flexibility in work-life integration.
• Opportunities for in-person team connections and retreats.
• A supportive company culture that values collaboration and growth.
• Work with a dedicated team focused on making healthcare easier.
• Engage in a challenging yet rewarding work environment.