Customer Support Ops Tooling Expert

Summary

Join Jane, a remote-first company dedicated to simplifying the lives of healthcare practitioners and patients, as a Customer Success Operations Systems Expert. This 6-month contract role (with potential extension) involves optimizing support platforms like Talkdesk and HelpScout. You will lead tooling improvements, enhance workflows, identify automation opportunities, and collaborate with cross-functional stakeholders. The ideal candidate is process-oriented, technically strong, and passionate about creating intuitive and effective systems. Jane offers a supportive and inclusive work environment with opportunities for professional growth and a flexible work-life balance. The company values collaboration, humility, and a growth mindset.

Requirements

• Proven experience administering support platforms such as Talkdesk, HelpScout, Zendesk, Intercom, or similar
• Strong problem-solving skills and a bias toward action - you can identify a gap, propose a fix, and make it happen
• Familiarity with workflow design, process mapping, and automation tools
• Confidence working with data to validate decisions and measure impact
• Clear and empathetic communicator, especially when explaining technical changes to non-technical teammates
• A systems thinker who balances usability with long-term maintainability

Responsibilities

• Serve as the day-to-day administrator of Talkdesk and HelpScout (and other support tools as needed)
• Identify inefficiencies and opportunities for enhancement, and scope, implement, and test improvements
• Ensure tools are configured for reliability, scalability, and ease of use
• Work closely with CS Ops and Support leadership to identify team pain points and translate them into systems solutions
• Lead the rollout of system changes, communicating clearly, minimizing disruption, and ensuring smooth adoption across the team
• Document tool changes and support ongoing education around best practices
• Optimize team workflows using automation, smart integrations, and configuration updates
• Partner with relevant stakeholders to streamline operations and reduce manual overhead
• Maintain a mindset of continuous improvement, always looking for ways to make things simpler and smarter
• Approach every system and workflow with deep curiosity - asking why, exploring how, and uncovering opportunities that others might overlook
• Leverage analytics from Talkdesk, HelpScout, and other tools to surface trends and evaluate the impact of changes
• Monitor key performance indicators (e.g., response times, ticket routing effectiveness) to guide future iterations
• Translate findings into clear recommendations to inform CS Ops and leadership strategies

Benefits

Remote work, flexible hours