Senior Manager, Support Operations

About Com Psych

Com Psych 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 Guidance Resources and Absence Resources 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  to find out why 40% of the Fortune 500 choose Com Psych for their mental health and absence management needs.

The Senior Manager, Support Operations is a high-accountability leadership role responsible for building and running Com Psych’s end-to-end Support Operations function from the ground up. This leader will own the full lifecycle of external user support across Com Psych’s digital properties — spanning Guidance Resources and Absence Resources platforms — including outage communications, ticket management, client-facing support infrastructure, client facing self help guides, and the team that delivers it.

This is a foundational leadership role. The Senior Manager will be responsible for building and scaling a new customer support function from the ground up, including designing operating models, establishing team processes, selecting and implementing support technologies, and creating communication and escalation frameworks. These systems and practices will serve as the operational backbone of Com Psych’s customer support organization. The ideal candidate is a strong operational leader who combines strategic thinking with hands-on execution, excels at creating structure in evolving environments, communicates with clarity and influence, and is deeply committed to delivering an exceptional customer experience.

• 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.
• Manage communication approvals and stakeholder coordination.
• Ensure customer communications and engineering incident response remain clearly separated.

• Oversee client support across portal, email, and phone channels.
• Implement and manage a tiered support model, including escalation management and support for key clients.
• Own the priority escalation process for business-critical client issues.
• Define and monitor support SLAs for response times, issue resolution, and client communications.

• Lead the selection, implementation, and administration of the customer support platform.
• Manage support communications infrastructure, including status messaging, phone announcements, alert channels, and distribution lists.
• Partner with Product and Engineering teams to strengthen monitoring, alerting, and operational readiness.

• Define and track key support metrics, including SLA performance, CSAT, first-contact resolution, and escalation rates.
• Provide regular reporting and operational insights to leadership.
• Drive continuous improvement initiatives based on support data and customer feedback.
• Maintain an accurate and up-to-date help center and knowledge base.
• Perform other duties and special projects as assigned.

• 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
• Stro…