Supervisor, Student Advising (Remote)

Cengage Group•Virtual US OH, OH

3d•$54,000 - $66,000•Remote

About The Position

The Supervisor, Customer Support is responsible for delivering a consistently exceptional customer experience by leading, developing and managing a team of Support Representatives to provide Customer First, world-class service. The Supervisor will drive frontline Service Excellence through rigorous Quality Assurance, performance management, structured coaching, and accountability for service metrics. Using insights from audits, this people leader will provide regular feedback and coaching to develop agent capability in customer interaction & case resolution and ensures alignment with values, expectations and performance. This role is accountable for raising the bar on service quality.

Requirements

Experience leading teams in results-focused environments
Model emotional intelligence, empathy, and professionalism in every interaction
Exceptional communication, interpersonal, and coaching skills.
Ability to evaluate performance objectively using rubrics & quality standards.
Proven ability to deliver clear, actionable feedback with empathy and clarity.
Strong attention to detail, organizational skills, and comfort working with performance metrics and reporting tools.
Meet deadlines and handle tasks within expected time frame independently
Experience or interest in learning how to leverage AI tools in day-to-day work
Customer Focus: Passion for delivering outstanding customer experiences.
Coaching & Mentorship: Ability to guide skill development and inspire growth.
Analytical Thinking: Uses data and rubrics to make fair, informed decisions.
Communication: Provides clear direction, feedback, and support.
Accountability: Balance empathy with holding self & team members to high expectations; follows through on commitments.
Adaptability: Comfortable navigating ambiguity, managing changing priorities & supporting team through change.
5+ Years working in a customer service role; experience in a customer rep role with multiple communication channels (phone, web, text, chat) preferred.
3+ Years using any enterprise customer support solution; Salesforce Service Cloud experience a plus
1+ Years managing customer support team members
1+ Years directly managing fully remote employees
Experience using enterprise phone solutions for call routing, call recording, and call metrics; experience using Vonage a plus
Direct-to-consumer or re-seller channel experience, a plus
EdTech industry experience is a plus

Nice To Haves

Salesforce Service Cloud experience a plus
Experience using Vonage a plus
Direct-to-consumer or re-seller channel experience, a plus
EdTech industry experience is a plus

Responsibilities

Conduct frequent Quality Audits to evaluate customer interactions; ensure consistency in empathy, tone, accuracy & resolution.
Use rubrics to assess quality, calibrate performance and provide consistent, objective evaluations.
Identify trends & gaps in interactions; set the standard on service quality and translate insights into development priorities
Conduct weekly check-ins to identify strengths & opportunities for improvement, review performance, and reinforce expectations.
Set clear expectations & guide agents to consistently meet or exceed them
Maintain detailed documentation of performance metrics, coaching conversations, and development plans.
Lead individualized coaching and development plans based on QA results, performance data & growth goals.
Develop agent capability through observation-based feedback and skill-building aligned with Customer First service; world-class interactions, problem solving, and case resolution.
Support New Hire onboarding, system navigation, and early development to accelerate ramp-up and role readiness.
Design & lead and training workshops aligned with adult-learning standards; scenario-based, role plays, practice & mastery.
Assist in the development and implementation of quality improvement programs to increase satisfaction, drive productivity and improve service levels.
Provide day-to-day leadership of team activities to ensure coverage, productivity, and achievement of KPIs.
Supervise queues, escalate issues, and provide real-time support to resolve customer inquiries accurately & efficiently.
Drive measurable improvement of key service metrics (QA, Agent Growth, Resolution rates, & CSAT) by reviewing results, setting goals, & tracking progress.
Clearly communicate expectations, process changes, and priorities to the team.
Collaborate with peers and leadership to find opportunities to improve workflows, training materials, and customer-facing processes.
Manage scheduling, timecard approvals, and resourcing strategies within your team and in collaboration with other supervisors
Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between company policy and customer benefit.