Parent Support Supervisor

The role

You will lead the day-to-day operations and performance of a Customer Support team for one to two state programs. You will manage 10–15 Support Specialists to ensure they deliver exceptional customer experiences and meet performance expectations.

What you will do

• Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and email.
• Monitor and drive key performance metrics including SLAs, CSAT, AHT, productivity, quality, schedule adherence, and backlog management.
• Manage daily workloads, staffing coverage, and queues.
• Lead, coach, and develop a team of 10–15 Support Specialists.
• Conduct regular one-on-ones, performance reviews, and coaching sessions.
• Set clear expectations and hold specialists accountable for productivity, quality, attendance, and customer experience.
• Serve as the first point of escalation for complex customer issues.
• Monitor interaction quality and reinforce program policies.
• Identify and implement opportunities to improve operational efficiency.
• Partner with cross-functional teams to execute process improvements and program initiatives.

Required qualifications

• 3+ years of customer support or contact center experience
• 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
• Data-driven leader who leverages reporting and performance insights to identify opportunities and drive results
• Strong people management skills
• Excellent problem-solving, organizational, and communication skills
• Proactive, hands-on, and adaptable leader

About the company

Odyssey partners with state agencies to design, launch, and operate ESA and school choice programs. They provide technology, program operations, vendor ecosystem, and family experience for these programs.