Support Operations Coordinator

Job Summary:

Supportiv is an online service providing on-demand peer-to-peer support for mental health and emotional wellbeing. People are matched instantly and anonymously with others facing similar challenges, allowing for shared experiences, coping, problem-solving, and emotional support and via live-moderated chats. Topics center around daily struggles, such as work, relationships, parenting, and life stress. 

The Support Operations Coordinator plays a key role in ensuring the smooth operation of daily administrative, technical, and HR functions for the chat moderators. This position requires a high level of organization, communication skills, and technical skills. 

In this role, you will be responsible for: 

HR and Payroll Management

• Manage contractor documentation, as well as the vetting, onboarding, and termination processes for our Peer Support Moderators.
• Maintain BambooHR and support ongoing Peer Support Moderators. 
• Manage payroll processing and ensure timely, accurate payments.

Moderator and User Support

• Oversee moderator self-scheduling.
• Identify technical issues for escalation.
• Monitor user metrics, collect feedback, and share insights with relevant internal teams.

Technical and Resource Management

• Manage support tickets and collaborate with the tech team on issue resolution.
• Maintain and update the company’s resource library, including training materials and document management.
• Participate in special projects and provide UX feedback to improve user experience.

Qualifications:

• Experience: 1-4 years in administrative, HR, or operational support roles. Willing to obtain Peer Support Specialist certification with company support
• Technical Skills:
• Proficiency with Google Workspace and other project management tools. Familiarity with payroll and HR platforms like Gusto, PayPal, and/or BambooHR is preferred, or aptitude to learn.
• Communication Skills: Excellent written and verbal communication skills. Experience handling sensitive employee documentation and managing common workplace grievances. Previous experience hiring and firing with grace. Experience working with a global audience is a plus.  
• Organizational Skills: Ability to manage multiple priorities, tasks, and deadlines with a high level of accuracy.
• Leadership: Experience managing large teams is a plus.
• Adaptability: Must be eager to learn and comfortable working in a dynamic, fast-paced environment, with the ability to pivot quickly when priorities shift.

Preferred Qualifications:

• Bachelor’s Degree required
• Interest in mental health and peer support
• Some familiarity with chatbot systems and/or willingness to learn more
• Desire to work with geographically distributed teams at a global level 

This job description is designed to provide a high-level summary of responsibilities and is not an exhaustive list. Other projects may be assigned as needed.

Please submit a resume and cover letter detailing your qualifications, personality, working style, and interest in this position. 

Applications are open until 11/3/2024 or until filled. Eligible candidates will be notified of their interview status by 11/8/2024. 

Please do not contact the job poster for an application status update after this application deadline if you have not heard back from us.