Service & Support Operations Supervisor

Stride, Inc.•US - VA - Remote, VA

2d•Remote

About The Position

The Services and Support Operations Supervisor leads a team of Customer Support Level 1 agents responsible for delivering customer service and technical assistance through the Support Contact Center. This role ensures the team meets key performance metrics, prioritizes daily activities, and provides accurate performance reporting and operational updates to Customer Support leadership. The Supervisor ensures team alignment with leadership communications, enforces adherence to policies and procedures, and identifies opportunities to improve processes and drive workflow efficiency. This role also partners closely with the Training team to onboard new Level 1 agents and support ongoing coaching and development. The Supervisor reports directly to the Operations Manager for the Customer Support organization.

Requirements

High School Diploma AND Currently pursuing a BS/BA or MS/MA degree) OR Equivalent combination of education and experience
Three (3) years of contact center experience OR Equivalent combination of education and experience
Knowledge of current Enrollment, Customer Support and / or Online School Systems (internal / external)
Proven leadership experience, able to champion change and innovation
Previous supervisory experience, able to motivate while driving execution
Ability to lead and work within a cross-functional team environment
Familiarity with a variety of call center concepts, practices and procedures.
Strong acumen for inside sales metrics and techniques; ability to manage against measurable goals; strong track record of delivering measurable results
Ability to handle multiple assignments with effective resolution of conflicting priorities in a fast-paced environment, while remaining detail-oriented
Customer focused
Excellent interpersonal and communication skills – written, oral and presentation
Ability to pass required background check
High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible.
Ethernet connection is preferred.
Sedentary work involving fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer use.
Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
Professional home office setup free from distractions during operational hours.
Ability to attend virtual training sessions via webcam.
Familiarity with home-based or public/private school education systems.
Thorough knowledge of home-based connectivity support.
Strong verbal and written communication skills.
Excellent listening skills with a consultative approach to customer service.
Proficient in telephone and email etiquette.
Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.
Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applications.
Proficiency in web-based applications.
Knowledge of Microsoft Windows Operating Systems (Windows 10, Windows 11).
Strong problem-solving and analytical skills with a solutions-oriented mindset.
Resilient, detail-oriented, and accountable for high-quality work.
Ability to manage high call volumes and maintain positive team morale.
Experience with creating and implementing call center and business process maps designed at improving conversions through short-term solutions that are project based with goals of long-term systematic improvements for future scaling.
Ability to prioritize competing tasks effectively to deliver results.
Independent and team-oriented work capabilities.
Open to feedback and guidance, demonstrating adaptability and improvement.
Resilient and positive contributor to team dynamics.
Proven ability to hire, train, develop, coach, and motivate team.
Strong positive attitude and work ethic.
Ability to own and execute projects with minimal supervision.
Call Center experience with a focus in consultative sales and / or support operations in a seasonal industry or equivalent combination of education and experience.
Ability to work weekends and capability to travel up to 10% of the time (e.g., team-building activities).
Ability to clear required background check.

Nice To Haves

Previous experience with Salesforce CRM a plus
Previous experience with Stride/K12
Previous experience in working in a contact center with supervisory experience
Salesforce CRM Experience
Previous customer service or sales experience with proven record of achievement

Responsibilities

Set performance goals for the team, monitor metrics, and track progress using standardized reports and daily activity measures.
Compile and present team performance data regularly (daily, weekly, yearly).
Provide ongoing coaching to improve customer experience, soft skills, operational processes, and quality assurance (live and recorded reviews).
Foster a collaborative and motivated team environment through recognition programs and morale-boosting strategies.
Partner with other departments to refine processes and tools, develop strategies to improve customer experience, drive revenue, and reduce operational costs.
Serve as an escalation point for team members, manage escalations and complex customer issues, and maintain expertise in support processes to handle day-to-day responsibilities effectively.
Use data-driven insights to identify service gaps, determine root causes, and implement actionable improvements across processes, procedures, and training.
Sets goals and monitors performance (for individuals and the overall team) to ensure customers are receiving best in class service and support.
Uses a data‑driven approach to recommend improvement strategies that enhance customer satisfaction, team efficiency, and operational integrity.
Measures effectiveness of personnel based off standardized metrics and daily activities.
Compiles team performance activity and metric reports on a daily/weekly/yearly basis.
Actively engages team in regular and consistent coaching to enhance customer experience and provide regular feedback opportunities for improvement to soft-skills and the completion and adherence of operational processes; completes regular and consistent quality assurance monitoring for all team members (live and recorded review).
Collaborates with cross‑functional departments to review and refine processes, procedures, and tools, and to develop strategies that increase revenue and reduce costs.
Serves as a Level 1 escalation point and subject‑matter resource for team members.
Fosters a collaborative, motivating team environment by developing recognition programs, contests, and engagement initiatives.
Maintains comprehensive knowledge of support processes and procedures to effectively lead day‑to‑day team operations.
Works closely with support and operations teams to recommend and implement strategies and projects that improve customer experience.
Continuously identifies opportunities to improve internal and external customer experiences and enhance technical support quality.
Analyzes support and service data, processes, and requirements to identify performance gaps; assists the contact center in implementing improved processes, procedures, and training based on deep system knowledge.
Conduct regular coaching sessions with team members, ensuring all discussions are documented with clear coaching notes and defined action items.
Directly supervises up to 20 Full-Time Equivalent (FTE) regular employees and/or contractors. Responsibilities include interviewing, hiring, developing, coaching, motivating, and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; and addressing complaints and resolving problems in accordance with organizational policies and applicable laws.