Senior Manager, Support Operations

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

⚕️ Healthcare Insurance

🧘 Wellness

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych is a leading provider of employee assistance programs (EAP), offering mental health and wellness services to employees and their families. The company focuses on improving workplace productivity by providing support services that help employees manage personal and work-related challenges. ComPsych's solutions include counseling, crisis intervention, and various wellness programs designed to enhance overall employee satisfaction and performance.

📋 Description

• Hire, onboard, and develop a team of Tier 1 and Tier 2 Support Operations Agents and a Support Operations Administrator. • Establish clear roles, performance expectations, and career development plans for team members. • Foster a culture of accountability, customer focus, and effective communication. • Own all outage communications, including internal alerts, client notifications, status updates, and resolution messaging. • Maintain communication templates for status pages, phone announcements, Teams alerts, and client communications. • Oversee client support across portal, email, and phone channels. • Implement and manage a tiered support model, including escalation management and support for key clients. • Lead the selection, implementation, and administration of the customer support platform. • Define and track key support metrics, including SLA performance, CSAT, first-contact resolution, and escalation rates.

🎯 Requirements

• 5+ years of relevant experience in customer support, account management, support operations, or a related operational leadership role • 3+ years of people management experience, including hiring, onboarding, and performance management • Demonstrated experience building or standing up a new team, function, or operational capability from scratch • Strong track record of owning outage or incident communications in a customer-facing environment • Experience implementing and managing a customer support platform (Zendesk, Freshdesk, or equivalent) • High accountability orientation — owns outcomes independently and consistently follows through on commitments • Strong written and verbal communication skills, with the ability to present data-driven insights to senior leadership • Ability to manage multiple priorities independently in a dynamic work environment • High attention to detail and a commitment to data accuracy and reliability • Bachelor’s degree in related field, preferred

🏖️ Benefits

• Full benefits package, including Paid Time Off (PTO) • medical • dental • vision • 401(k) with match • robust EAP • wellness program • and much more