**Experienced Full Stack Customer Support Operations Systems Expert – Web & Cloud Application Development**

Are you a process-oriented, technically strong systems specialist with a passion for making systems more intuitive and effective for humans? Do you thrive on driving meaningful change in how companies serve their customers? If so, we'd love to meet you. At blithequark, we're on a mission to simplify the lives of healthcare practitioners and patients daily, and we're looking for a talented Customer Support Operations Systems Expert to join our team. **About blithequark** blithequark is a remote-first company that's all about fostering growth, spreading delight, and serving our healthcare community. We're a team of talented individuals who are passionate about making a difference in the lives of healthcare professionals and their patients. Our product enables the likes of physiotherapists, mental health counsellors, chiropractors, and other allied health practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, secure payments and billing along with an evolving library of features. **Your Role in Our Journey** We're looking for a Customer Support Operations Systems Expert to join our Customer Support Operations team on a 6-month contract to ensure that the platforms our team relies on, such as Talkdesk and HelpScout, are running smoothly, efficiently, and in alignment with our evolving support goals. This is a 6-month contract role with the possibility of extension, depending on performance, team needs and project scope. As our Customer Support Operations Systems Expert, you'll lead tooling improvements, enhance workflows, and identify automation opportunities, all in close partnership with CS Ops, Support leadership, and cross-functional stakeholders. You'll 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. **Key Responsibilities** * Tool Ownership & Optimization: + 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. * Change Management & Stakeholder Collaboration: + 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. * Process Automation & Workflow Design: + 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. * Data-Driven System Insights: + 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. **The Experience We Feel We Need** * 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. **Additional Information** * Compensation & Benefits: At blithequark, we're committed to fostering an environment that allows you to come to work as your truest self. We believe it’s important to actively recognize, embrace, and celebrate our differences in order to make blithequark an inclusive, equitable, and diverse workplace. * We want to build a team of people who make conversations rich with perspective and experience. We are committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that blithequark serves. * We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the blithequark community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you. **Why Join blithequark?** * Autonomy and flexibility to help integrate work into your life in a way that makes sense for you. * A Slack channel for parents, but we've also got channels dedicated to plants, furry friends, food, pride, wellness - you get the idea! * Departmental get-togethers, company retreats, or possibly a conference or two across North America if you’re keen to learn more about our community of healthcare providers. * A chance to be part of a team that's passionate about making a difference in the lives of healthcare professionals and their patients. **How to Apply** If you're excited about the opportunity to join our team and make a meaningful impact, we'd love to hear from you! Please submit your application through the link below.