Parent Support Supervisor

Odyssey

8d•$60,000 - $70,000

About The Position

Odyssey is seeking a customer-obsessed, results-driven State Program Support Supervisor to lead the day-to-day operations and performance of the Customer Support team across one to two state programs. The supervisor directly manages 10–15 Support Specialists, ensuring exceptional customer experiences while meeting operational and program-specific performance expectations. This hands-on leadership role includes coaching and developing the team, managing daily workflows, monitoring performance metrics, and proactively addressing challenges affecting customers or state program operations. The supervisor is the primary point of accountability for the daily performance of assigned programs and partners closely with the Program Support Manager to execute operational priorities, identify improvements, and ensure a seamless support experience for families. Odyssey partners with state agencies to design, launch, and operate Education Savings Account and school choice programs. Its work combines technology, program operations, vendor ecosystems, and family support. The company operates across 10 states, with a platform serving more than 250,000 students and over $2 billion in annual education funding.

Requirements

At least 3 years of customer support or contact center experience, including 1–2 years in a team lead or supervisory role.
Proven ability to lead, coach, and develop frontline teams in a high-volume, multichannel support environment.
Strong understanding of contact center KPIs, including SLAs, CSAT, AHT, quality, productivity, and schedule adherence.
Experience managing daily operations, balancing competing priorities, and consistently meeting performance targets.
Ability to use reporting and performance insights to identify opportunities and drive results.
Strong people management skills, including motivating teams, delivering constructive feedback, and maintaining accountability.
Excellent problem-solving, organizational, and communication skills, with the ability to navigate complex escalations.
Proactive, hands-on, adaptable leadership style and ability to thrive in fast-paced, evolving environments.
Collaborative approach and passion for delivering exceptional customer experiences and expanding access to educational opportunities.

Responsibilities

Oversee daily Customer Support operations for one to two assigned state programs across phone, chat, and email, ensuring operational efficiency and consistent service delivery.
Monitor and drive performance metrics, including SLAs, CSAT, AHT, productivity, quality, schedule adherence, and backlog management.
Manage daily workloads, staffing coverage, and queues to meet performance targets and contractual service expectations.
Identify operational challenges, performance trends, and emerging risks, and take proactive action to drive improvements.
Partner with the Program Support Manager on staffing needs, operational priorities, and performance updates.
Lead, coach, and develop a team of 10–15 Support Specialists, fostering accountability, engagement, and a customer-first culture.
Conduct regular one-on-ones, performance reviews, and coaching sessions to drive individual and team performance.
Set clear expectations and hold specialists accountable for productivity, quality, attendance, schedule adherence, and customer experience.
Address performance gaps through targeted coaching and improvement plans, while recognizing strong performance.
Partner with Training and Quality Assurance to support onboarding, reinforce program knowledge, and ensure specialist readiness.
Serve as the first point of escalation for complex customer issues, ensuring timely, accurate, and empathetic resolutions.
Monitor interaction quality, reinforce program policies, and identify opportunities to improve service consistency and compliance.
Collaborate with Quality Assurance on calibrations, coaching opportunities, and performance improvements.
Proactively identify and escalate operational risks, recurring issues, and high-priority concerns to the Program Support Manager.
Identify and implement opportunities to improve operational efficiency, reduce unnecessary customer contacts, and enhance customer experience.
Partner with the Program Support Manager and cross-functional teams to execute process improvements and program initiatives.
Ensure specialists remain informed of policy changes, program updates, and operational procedures.
Share frontline insights, customer feedback, and process gaps to support continuous improvement across Support operations.