Client Support Process Designer (Short-Term, Remote)

Duration: 4–6 weeks (with optional follow-up consulting)
Start Date: Immediate – we’re ready to begin

About Us
We’re a growing Canadian software company providing hands-on support to a portfolio of valued clients. As our client base expands and our support needs evolve, we’re taking this opportunity to optimize and formalize our support processes to better scale with demand — and deliver even more value to our clients.

Our team is thoughtful, collaborative, and committed to providing proactive, efficient, and responsive support. With a planned system upgrade and a key tea ---------- mber temporarily away, the timing is ideal to introduce a best-practice support model that sets us up for long-term success.

Your Mission
We’re looking for a process-minded consultant to help us design a clear, scalable, and client-centered support system. You’ll work with our leadership team to assess our current workflow, and then develop a streamlined process that improves visibility, responsiveness, and use of internal resources.

Tools We Use
You’ll design a system that integrates the following platforms:
• Wrike – ticketing and project tracking
• Office 365 – team collaboration and email
• Confluence – process documentation
• Helpjuice – client knowledgebase
• Bitbucket – development workflow and visibility
• AI Chatbot TBD

Responsibilities
• Review current client support workflows and identify opportunities for improvement
• Design a structured support model that enables:
o Proactive ticket handling and prioritization
o Clear weekly support rhythms
o Transparent use of support hours
o Streamlined client communication and updates (preferably async-first)
o Clear internal roles and handoffs
• Create SOPs and process maps in Confluence
• Make practical recommendations for integrating Helpjuice and possibly Tawk.to
• Deliver a system that’s scalable, client-focused, and ready for implementation


You Might Be a Fit If…
• You’ve led or advised on operations or client support process design (especially in SaaS or service-based environments)
• You think in systems and enjoy creating clarity out of complexity
• You're confident with tools like Wrike, Confluence, or similar platforms
• You're an excellent communicator who can balance structure with flexibility
• You understand how to create support systems that work for both clients and internal teams

Engagement Details
• Type: Short-term contract (with potential for future advisory work)
• Hours: Part-time (approx. 15–25 hours/week)
• Remote: Yes – candidates worldwide welcome
• Timezone: Some overlap with Eastern Time (Canada) preferred


How to Apply
Please include:
1. A short intro about your relevant experience
2. An example of a process you helped design or improve
3. Your hourly or project-based rate
4. Your availability in the next 4–6 weeks