User Support Specialist - Part-Time Job Prince Edward Island Canada,IT/Tech

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…