Support Operations Administrator

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide,  touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

The Support Operations Administrator is responsible for maintaining the tools, templates, and communication channels that keep support operations running smoothly — from training self-help videos and SOPs for existing and new product features, support forms content inclusive of all system generated communications, outage alerts to status page updates. This role requires strong attention to detail and the ability to act with urgency (immediacy/promptness) when incidents arise. 

• →Own and maintain the full communications template library 
• →Creates all self-help training videos embedded in helpdesk 
• →Maintain and document Standard Operating Procedure library 
• →Configure support tool flows 
• →Partnering with Technology to send all internal outage alerts, updates, and resolutions 
• →Coordinate external messaging approval with the Senior Manager. Implement the communications in available systems  
• →Partnering with Technology manage the Teams alert channel and distribution lists 
• →Partnering with Technology maintain and update the status page 
• →Other duties as assigned

• 3+ years of relevant experience in customer support, support operations, or a related role 
• Strong track record of owning outage or incident communications in a customer-facing environment 
• Experience with learning tools such as scribe are an asset. Experience working with support platforms (Zendesk, Freshdesk, or equivalent) 
• High accountability orientation — owns outcomes independently and consistently follows through on commitments 
• Demonstrates a strong sense of immediacy (urgency) when responding to incidents and outages 
• Excellent written communication skills for crafting clear, timely alerts 
• Highly organized, with strong attention to detail across templates and tools 
• Comfortable coordinating with leadership (Senior Manager) on messaging approvals 
• Familiarity with support/ticketing tools and Microsoft Teams administration 

Other Requirements

• Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required 
• Ability to be present on camera during work-related trainings, meetings, and/or events 
• Must be able to sit or stand at a desk for prolonged periods while working on a computer 

ComPsych is an equal opportunity employer.  All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.