About Fullscript
Were an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.
That simple idea grew into a platform that powers every part of care. Today more than 125000 practitioners use Fullscript for clinical insights lab interpretations patient analytics education and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.
We build tools that make care smarter and more human. Tools that save time simplify decisions and help practitioners stay closely connected to the people they care for. When everything they need is in one place they can focus on what matters most: helping people get better.
This is your invitation.
Bring your ideas your grit and your care for people.
Join us and shape the future of care.
We are looking for a person who will design evolve and optimize the CX technology ecosystem to ensure customer experience platforms are scalable reliable secure and data-informedenabling high-quality customer experiences and efficient frontline operations.
Responsibilities
CX platform strategy reliability & evolution
Own the strategy and long-term evolution of the CX technology ecosystem including case management platforms messaging systems QA tools workforce management solutions feedback/survey platforms and custom-built integrations.
Ensure CX platforms are scalable by design reliable in operation secure and aligned with CX Product and broader business priorities.
Define and maintain a forward-looking CX tooling roadmap that balances innovation technical debt operational stability and cost-effectiveness.
Proactively identify risks related to platform stability performance scalability security or vendor dependency and drive mitigation plans in partnership with relevant stakeholders.
Lead root cause analysis and post-incident reviews for significant CX tooling failures driving systemic improvements and preventative controls.
Evaluate emerging technologies and market offerings to ensure the CX stack remains best-in-class and adaptable as business needs evolve.
Vendor & Cost Management
Main vendor contact for relationships licensing strategy renewals and cost optimization efforts for CX platforms.
Own performance oversight of vendors including license utilization cost per seat efficiency contract alignment and SLA adherence.
Optimization & continuous improvement
Identify and implement opportunities to improve tooling efficiency usability and scalability
Reduce operational friction and agent cognitive load through thoughtful system and workflow design
Continuously refine tooling based on usage data feedback and evolving business needs
Maintain a healthy and prioritized CX tooling backlog ensuring clear visibility into status aging and roadmap alignment.
Workflow automation & agent enablement
Design and maintain workflows routing logic automations bots and macros that scale support without compromising quality
Optimize agent experience by ensuring tools are intuitive efficient and enable consistent outcomes
Measure and improve adoption of automations and standardized workflows
Requirements intake & delivery
Partner closely with CX Operations Product and Engineering to understand needs and priorities
Translate business requirements into clear technical solutions and deliver impactful enhancements
Manage intake prioritization and execution of tooling requests in alignment with the CX Infrastructure roadmap
Data insights & signal enablement
Enable reliable CX metrics and signals (e.g. NPS CES operational KPIs) through tooling design and data integrity
Build and maintain dashboards reports and system outputs used by CX and cross-functional partners
Use data to inform tooling decisions and roadmap prioritization
Governance security & compliance
Ensure CX systems meet company standards for security privacy and regulatory compliance
Partner with Security and Legal on audits reviews and risk mitigation efforts
Maintain strong data integrity and responsible handling of customer information
Requirements
- Deep administration experience in modern CX platforms (Intercom Zendesk or similar)
- Expertise in workflow automation routing logic and permissions governance
- Strong root cause analysis and systemic problem-solving skills
- Experience supporting integrations (e.g. Salesforce) and working with APIs
- Familiarity with AI/chat QA and WFM tooling ecosystems
- Proven ability to implement governance documentation and change management standards
Why Youll Love Fullscript
- Competitive Total Rewards offerings
- RRSP plan & matching (within Canada)//401(k) savings plan & matching (within US)
- Customizable Health Benefits
- Flexible Paid Time Off program
- Discounts on Fullscript catalog of products for self family & friends
- Training allowance and company-wide learning initiatives
- Work Wherever You Work Well*
Compensation Range
The salary range for this role is between $90000 CAD and $100000 CAD. Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options bonus wellness stipends or other benefits that are part of Fullscripts total rewards package.
Why Fullscript
Great work happens when people feel supported trusted and inspired. At Fullscript we stay curious and keep finding smarter ways to make care better. We grow together take on new challenges and focus on impact. We put people first work as a team and leave egos at the door.
What to Know Before You Apply
Were grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team please apply directly through our careers page. Were not able to respond to individual messages about open roles on email or social channels.
Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at
emailprotected.
All offers are contingent on successful background checks conducted in compliance with federal state and provincial laws.
We use AI tools to support parts of the hiring process including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.
Learn More
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
About FullscriptWere an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.That simple idea grew into a platform that powers eve...
About Fullscript
Were an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.
That simple idea grew into a platform that powers every part of care. Today more than 125000 practitioners use Fullscript for clinical insights lab interpretations patient analytics education and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.
We build tools that make care smarter and more human. Tools that save time simplify decisions and help practitioners stay closely connected to the people they care for. When everything they need is in one place they can focus on what matters most: helping people get better.
This is your invitation.
Bring your ideas your grit and your care for people.
Join us and shape the future of care.
We are looking for a person who will design evolve and optimize the CX technology ecosystem to ensure customer experience platforms are scalable reliable secure and data-informedenabling high-quality customer experiences and efficient frontline operations.
Responsibilities
CX platform strategy reliability & evolution
Own the strategy and long-term evolution of the CX technology ecosystem including case management platforms messaging systems QA tools workforce management solutions feedback/survey platforms and custom-built integrations.
Ensure CX platforms are scalable by design reliable in operation secure and aligned with CX Product and broader business priorities.
Define and maintain a forward-looking CX tooling roadmap that balances innovation technical debt operational stability and cost-effectiveness.
Proactively identify risks related to platform stability performance scalability security or vendor dependency and drive mitigation plans in partnership with relevant stakeholders.
Lead root cause analysis and post-incident reviews for significant CX tooling failures driving systemic improvements and preventative controls.
Evaluate emerging technologies and market offerings to ensure the CX stack remains best-in-class and adaptable as business needs evolve.
Vendor & Cost Management
Main vendor contact for relationships licensing strategy renewals and cost optimization efforts for CX platforms.
Own performance oversight of vendors including license utilization cost per seat efficiency contract alignment and SLA adherence.
Optimization & continuous improvement
Identify and implement opportunities to improve tooling efficiency usability and scalability
Reduce operational friction and agent cognitive load through thoughtful system and workflow design
Continuously refine tooling based on usage data feedback and evolving business needs
Maintain a healthy and prioritized CX tooling backlog ensuring clear visibility into status aging and roadmap alignment.
Workflow automation & agent enablement
Design and maintain workflows routing logic automations bots and macros that scale support without compromising quality
Optimize agent experience by ensuring tools are intuitive efficient and enable consistent outcomes
Measure and improve adoption of automations and standardized workflows
Requirements intake & delivery
Partner closely with CX Operations Product and Engineering to understand needs and priorities
Translate business requirements into clear technical solutions and deliver impactful enhancements
Manage intake prioritization and execution of tooling requests in alignment with the CX Infrastructure roadmap
Data insights & signal enablement
Enable reliable CX metrics and signals (e.g. NPS CES operational KPIs) through tooling design and data integrity
Build and maintain dashboards reports and system outputs used by CX and cross-functional partners
Use data to inform tooling decisions and roadmap prioritization
Governance security & compliance
Ensure CX systems meet company standards for security privacy and regulatory compliance
Partner with Security and Legal on audits reviews and risk mitigation efforts
Maintain strong data integrity and responsible handling of customer information
Requirements
- Deep administration experience in modern CX platforms (Intercom Zendesk or similar)
- Expertise in workflow automation routing logic and permissions governance
- Strong root cause analysis and systemic problem-solving skills
- Experience supporting integrations (e.g. Salesforce) and working with APIs
- Familiarity with AI/chat QA and WFM tooling ecosystems
- Proven ability to implement governance documentation and change management standards
Why Youll Love Fullscript
- Competitive Total Rewards offerings
- RRSP plan & matching (within Canada)//401(k) savings plan & matching (within US)
- Customizable Health Benefits
- Flexible Paid Time Off program
- Discounts on Fullscript catalog of products for self family & friends
- Training allowance and company-wide learning initiatives
- Work Wherever You Work Well*
Compensation Range
The salary range for this role is between $90000 CAD and $100000 CAD. Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options bonus wellness stipends or other benefits that are part of Fullscripts total rewards package.
Why Fullscript
Great work happens when people feel supported trusted and inspired. At Fullscript we stay curious and keep finding smarter ways to make care better. We grow together take on new challenges and focus on impact. We put people first work as a team and leave egos at the door.
What to Know Before You Apply
Were grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team please apply directly through our careers page. Were not able to respond to individual messages about open roles on email or social channels.
Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at
emailprotected.
All offers are contingent on successful background checks conducted in compliance with federal state and provincial laws.
We use AI tools to support parts of the hiring process including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.
Learn More
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
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