Customer Support Ops Tooling Expert

We’re looking for a process-oriented, technically strong systems specialist to help elevate the tools that power Jane’s Support team. As our Customer Success Operations Systems Expert , you’ll 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. 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 will serve as the day-to-day administrator of Talkdesk and HelpScout. You will identify inefficiencies and opportunities for enhancement, and scope, implement, and test improvements. You will work closely with CS Ops and Support leadership to identify team pain points and translate them into systems solutions, as well as lead the rollout of system changes, communicating clearly, minimizing disruption, and ensuring smooth adoption across the team. You will optimize team workflows using automation, smart integrations, and configuration updates, partnering with relevant stakeholders to streamline operations and reduce manual overhead. The ideal candidate will have proven experience administering support platforms such as Talkdesk, HelpScout, Zendesk, Intercom, or similar and strong problem-solving skills. Experience with workflow design, process mapping, and automation tools is needed.