Job Description:
Remote customer support supervisor job with Odyssey leading a team of 10 to 15 support specialists who help families in state education programs. Needs 3+ years in customer support or a contact center, including 1 to 2 years as a lead or supervisor. Pay $60,000 to $70,000 a year.
About the Role
Odyssey is hiring a Parent Support Supervisor to lead the day-to-day operations of its Customer Support team for one or two state programs. You will directly manage 10 to 15 Support Specialists, coach your team, manage daily workflows, and watch key performance metrics so families get a seamless support experience.
What You Will Do
- Oversee daily phone, chat, and email support for 1 to 2 state programs
- Track metrics such as SLAs, CSAT, AHT, quality, and schedule adherence
- Manage daily workloads, staffing coverage, and queues
- Lead, coach, and develop 10 to 15 Support Specialists with regular one-on-ones and reviews
- Be the first point of escalation for complex customer issues
- Find and carry out ways to improve processes and the customer experience
What You Need
- 3+ years of customer support or contact center experience
- 1 to 2 years in a team lead or supervisory role
- Strong understanding of contact center KPIs
- Experience leading teams in a high-volume, multichannel support environment
- Strong problem-solving, organizational, and communication skills
Location & Pay
Remote (United States). Full time. Pay $60,000 to $70,000 a year.