Support Operations Coordinator

Supportiv • Berkeley, CA, US • 4m ago

About The Job

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.

Responsibilities

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.

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

Qualifications

Required

Bachelor’s degree.
Experience: 1-3 years in administrative, HR, or operational support roles. Familiarity with payroll and HR platforms like Gusto, PayPal, and BambooHR is preferred.Willing to obtain Peer Support Specialist certification
Technical Skills: Proficiency with Google Workspace and other project management tools.
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.
Adaptability: Must be eager to learn and comfortable working in a dynamic, fast-paced environment, with the ability to pivot quickly when priorities shift.