Director, Peer Support Community (accepting recent graduates)

Supportiv, the world’s fastest-growing online peer-to-peer support network is seeking a Director to manage our global community of Peer Support Moderators. 

We understand you may not have direct experience with exactly what we’re doing -- that makes sense, since nobody is doing exactly what we are! If you have an interest and/or experience in the following, you’re strongly encouraged to apply: counseling, peer support, coaching, social work, team leadership, project management, online education, community-building, resilience training, feedback-giving. 

We are seeking a Director to join us in our Berkeley, California headquarters (2222 Harold Way, 1 block from DT Berkeley BART). As a critical member of the leadership team, you’ll have three primary responsibilities:

1. Coaching the members of the moderator community to provide the highest-quality user experiences,
2. Improving the work experience for moderators by co-creating new learning tools, support mechanisms, and digital platform features, and
3. Growing the moderator community

The impact of your work will be felt by our users daily. 96% of our users say they feel better the moment they are connected to a moderator and peers with similar struggles. Supportiv is making hundreds of thousands of people feel less lonely, less isolated, less sad, less frustrated, etc, and we are only getting started!

Overview of the role:

Counseling Leadership

• Serve as our counseling resident expert, defining and developing best practices for the peer support moderator community
• Provide continual coaching and feedback to moderators on their skill improvement, including review of chat transcripts and usage of crisis protocols, triaging, and referral to specialized services
• Be the primary interface for resolving moderator questions, requests, escalations, etc. 

Training and Development

• Create and lead a moderator-only online community for FAQs, welcoming new moderators to the team, experience sharing, learning materials sharing, de-stressing and re-motivating
• Partner with our clinical advisor from Stanford University to continually improve our online training course, materials, tools, and learning exercises for moderators
• Aggregate and translate moderator feedback into product enhancement suggestions that address community needs
• Collaborate with the technical team to automate aspects of the feedback process and help build real-time monitoring dashboards

Management

• Administrative management of recruiting, training, and onboarding new moderators, including management of junior recruiting coordinators 
• Administrative oversight of moderator payroll

If you’re interested, we’d love to hear from you directly. No recruiters, please. To apply, please send a resume and cover letter to info@supportiv.com with the subject line “Applicant for Director, Peer Support Community.”