User Support Specialist - Part-Time

Department

User Support Specialist

Reports to

Senior Manager, Community Crisis Responders

Job type

Part-Time, Permanent, Remote working only

Location

Based in Canada

Posting period

Sunday, June 7, 2026

The opportunity

Are you motivated by the chance to help ensure all young people in Canada can access mental health support and Feel Out Loud? Kids Help Phone (KHP) is Canada’s Unlock The Hope Youth Charity. We’re the first and only 24/7 e-mental health service in the country and a global leader in innovation for youth and their well-being.

The Opportunity

The User Support Specialist is responsible for providing general user and technical support for our texting department, including inquiries from internal (i.e., staff and volunteers) and external stakeholders (i.e., service users and the general public), and providing general technical and administrative support to the Texting Community team.

What You’ll Contribute:

• Support technical and administrative aspects of the Crisis Responder recruitment pipeline (admissions, training, post-graduation processes, criminal background checks, exiting processes) across several tech platforms (Salesforce, Zendesk, etc.)
• Monitor and respond to requests received through the texting services helpdesk.
• Manage incoming ‘bug reports’ and ‘feature requests’ submitted by texting staff and volunteers
• Set up triggers to triage high-urgency confidential tickets to relevant service leaders (i.e., Coach/Supervisor feedback, misconduct, or complaints)
• Additional duties may include copy-editing for newsletters, liaising across departments to update resources, sitting on committees, building reports or dashboards and more.

What You’ll Need:

• A degree or diploma in applied social sciences, communications or any relevant field
• One (1) year of experience in customer service or technical support with strong troubleshooting, written communication, and problem diagnosis skills.
• Familiarity with CRM and volunteer management applications such as Salesforce, Okta, and Better Impact
• Bilingualism (English + French) preferred
• Preferred to possess an acceptable “Vulnerable Person Sector Criminal Reference Check” prior to starting employment.

Nice to have:

• Organizational and administrative skills 
• Excellent communication skills and facilitation
• Demonstrated excellent interpersonal skills and the ability to work collaboratively with all members of the team 
• Demonstrated commitment to best practice and quality improvement 
• Commitment to the vision and goals of the organization
• Excellent data literacy skills
• As this is a remote position, you must have stable internet and telephone lines and a workspace that promotes confidentiality and minimizes distractions.
• Flexibility and willingness to work in a 24/7 environment, including evening and weekend work
• Ability to secure an acceptable “Vulnerable Person Sector Criminal Reference Check”
• Ability to travel to KHP offices as required

Don’t meet every qualification listed? Studies often report equity-deserving people are less likely to apply for jobs unless they meet every requirement. KHP is dedicated to building a more diverse, inclusive and authentic workplace, so if you’re excited about this role, but your experience doesn’t align with every qualification, we welcome you to apply anyway. You may have the qualifications / experience for this role or other opportunities at KHP!

The application process

To apply for this opportunity, you can tap the “Apply” button on this page and follow the on-screen instructions.

About KHP, Canada’s Unlock The Hope Youth Charity

KHP is Canada’s first and only free, multilingual and confidential e-mental health service that’s always open, offering youth from coast to coast to coast support and a non-judgmental space to Feel Out Loud. Since 1989, KHP has been the empowering, trusted changemaker that helps give young people’s feelings a place to go through unparalleled e-mental health solutions. With innovation in our DNA, KHP integrates data, technology, clinical expertise and more to help deliver a personalized well-being experience for all youth, so they can thrive in their world, no matter where life takes them. For more information and opportunities to help young people let their feelings out, you can visit KidsHelpPhone.ca.

Inclusion, Diversity, Equity and Accessibility (IDEA)

KHP has a role to play in effecting social change and advancing equity. We will not waver on these commitments and will continue leading the way in making the workplace, and the world young people live in, more inclusive, diverse, equitable and accessible.

As such, we always welcome applicants from equity-deserving communities (e.g. Indigenous Peoples, racialized persons, persons with disabilities, women, 2SLGBTQ+ individuals, etc.). We strongly believe that alleviating the underrepresentation of equity-deserving groups will help create a stronger KHP and help us better support the needs of youth from coast to coast to coast.

To learn more about how we are committed to advancing IDEA, you can explore KHP’s IDEA 2023–2027 Strategy and Action Plan

Accommodations

KHP welcomes applications from people living with disabilities. Reasonable accommodations are available upon request during any phase of the application / hiring process. If you’re contacted about an opportunity, you can reply and let us know if you require accommodations at any time.

Compensation and benefits

Salaries at KHP are determined by candidate experience, qualifications and specific skill sets, as well as market and operational considerations. Potential additional benefits at KHP include:

• Hybrid work model
• Comprehensive Employee Benefits Program
• Emergency Travel Assistance
• CAAT Pension Plan
• Wellness programs
• Recognition awards
• Employee and Family Assistance Program (EFAP)

Candidate verification

The successful candidate for this opportunity will be asked to complete a background screen, which may include criminal, credit, employment and educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

Privacy

KHP cares about your privacy! We’re required to save select information about opportunities, applications and interviews for set periods of time. To learn more, you can explore KHP’s Privacy Policy or contact us using our general form.

Message to agencies

KHP doesn’t accept unsolicited phone calls, referrals and / or resumes from any source other than directly from candidates. KHP won’t consider unsolicited phone calls, referrals and / or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. The submission of unsolicited referrals and / or resumes by anyone other than a candidate directly to KHP is deemed gratuitous. KHP won’t be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired.