Support Operations Administrator

careers-compsych; United States; On-site; USD 30,307 - 35,817; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

401(k) with match

Job summary

ComPsych seeks a diligent Support Operations Administrator to maintain communications templates, self-help videos, and SOPs across product features. You will configure support tool flows, coordinate internal outage alerts, and partner with Technology to update status pages and distribute messages.

The role emphasizes urgency, attention to detail, and strong written communication to craft timely alerts and ensure reliable support operations for customers and teams.

Qualifications

• 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.

Responsibilities

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

Skills

Customer support

Incident communications

Urgency awareness

Written communication

Organized

Accountability

Tools

Zendesk

Freshdesk

Scribe

MS Teams admin

Job description

About ComPsych

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.

Job Summary

The Support Operations Administrator is responsible for maintaining the tools, templates, and communication channels that keep support operations running smoothly —fromtrainingself-helpvideos and SOPs for existing and new product features,support formscontent 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.

Primary Responsibilities

• Own andmaintainthe full communications template library
• Creates allself-helptrainingvideos embedded in helpdesk
• Maintain and document Standard Operating Procedure library
• Configure support tool flows
• Partnering with Technology to sendall internal outage alerts, updates, and resolutions
• Coordinate external messaging approval with the Senior Manager. Implement the communications in available systems
• Partnering with Technologymanagethe Teams alert channel and distribution lists
• Partnering with Technologymaintainand update the status page
• Other duties as assigned

Job Qualifications

• 3+ years of relevant experience in customer support, support operations, or arelatedrole
• Strongtrack recordof 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
• Demonstratesa strong senseof immediacy (urgency) when responding to incidents and outages
• Excellent written communication skills for crafting clear,timelyalerts
• 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 isrequired
• Ability to be present on camera during work-relatedtrainings, meetings, and/or events
• Must be able to sit or stand at a desk for prolonged periods while working on a computer

Compensation and Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The pay range for this position is $21.63/hr. - $26.44/hr. USD. The range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.

EEO

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.