​​​​​​​POSITION DESCRIPTION Position Title: Support Group Coordinator Salary Range: $15-$20 per hour Location: Hoover, AL (Remote) Reports to: Support Group Director FTE: .5 (20-25 hours per week) Job Summary The Support Group Coordinator is responsible for promoting and advertising Wings support groups, facilitating online support groups as needed, collecting and organizing monthly data related to Wings support groups, and supporting the Support Group Director as needed. Essential Duties - Facilitate online support groups as needed; - Assist support group facilitators with technical issues; - Assist Support Group Director with the development of a resource library of PowerPoints and handouts with group topics for Certified Peer Specialists; - Assist Support Group Director with public education and awareness of Certified Peer Specialists and their role in the mental health system of care; - Assist with publicizing and raising awareness of Wings support groups; - Promote Support Group participation via social media; Create content for social media; - Assist with monthly data collection; - Assist with monthly group meetings and one-on-one meetings with Support Group facilitators; - Maintain regular and open communication with the Support Group Director regarding any questions or concerns; - Daily review of emails and providing timely responses; - Some travel throughout the state (travel expenses reimbursed); and - Additional duties as assigned. Minimum Qualifications - 1-2 years of relevant work experience, including supervision of staff; - Willingness to complete peer supervisor training; - Prior experience working in the area of mental health with an emphasis on community engagement and empowerment; - Alabama Certified Peer Specialist or willingness to complete CPS training at the next available opportunity whether in person or online (travel costs will be reimbursed); - Reliable internet and cellphone service; - Cellphone and laptop which meets the standards for attending and conducting work remotely is required (cellphone may not substitute for laptop for support group meetings); - Reliable means and willingness to travel as needed. Environment and Scheduling - Remote position - Travel Required (30%) (Travel Expenses Reimbursed)

• Act as the first technical responder for escalated customer issues, particularly those blocking integrations or deployments. • Debug in the wild - inspecting API payloads, webhook logs, OAuth exchanges, and race conditions that surface only under real-world load. • Provide interim solutions such as code snippets, pull requests, documentation updates, or configuration guidance. • Bridge the gap between customer and engineering: reproduce issues, isolate root causes, and ensure fixes are fully validated before release. • Gather structured context and relay actionable insights to engineering for long-term fixes. • Recommend integration best practices across authentication flows, REST APIs, and IAM platforms. • Improve internal support tooling, documentation, and runbooks based on recurring patterns. • Surface common pain points and influence product priorities.

• Managing support tickets • Site edits within WordPress • Plugin, theme and core updates • Security optimizations • Performance optimizations • Down or broken sites • Talking with hosting support teams • Handling clients concerns or complaints

• Triage, troubleshoot, and resolve customer issues across our SDKs and APIs covering web, mobile, and backend integrations • Debug integrations across a variety of platforms and languages • Identify, reproduce, and document bugs, partnering with engineering to drive them to resolution • Support customers in setting up and verifying integrations, including configuration, auth flows, and signing • Create and maintain example code, troubleshooting guides, and internal playbooks • Spot patterns in recurring issues and propose fixes or improvements to documentation and SDKs • Partner with Product and Engineering to relay feedback and insights from the field • Help improve internal tools and processes to scale our technical support function