This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Parent Support Supervisor based in the United States.
As a Parent Support Supervisor, you will lead and oversee customer support operations across one or two state education programs, ensuring families receive timely, effective, and high-quality assistance. You will manage a team of 10–15 Support Specialists, providing hands-on leadership, coaching, and performance guidance in a fast-paced, high-volume environment. Your responsibilities will span daily operations across phone, chat, and email channels, with a strong focus on service quality, operational efficiency, and customer satisfaction. You will monitor key performance indicators, optimize team workflows, and proactively address challenges that may affect families or program delivery. Working closely with management, Quality Assurance, Training, and cross-functional teams, you will help implement improvements and maintain consistent service standards. This is an exciting opportunity to contribute to expanding access to educational opportunities while supporting the families and communities who benefit from school choice programs.
Accountabilities:
- Oversee daily customer support operations across one or two assigned state programs, managing phone, chat, and email channels to ensure efficient workflows and consistent service delivery.
- Lead, coach, and develop a team of 10–15 Support Specialists, fostering accountability, engagement, collaboration, and a customer-first culture.
- Monitor and improve key operational performance indicators, including service level agreements (SLAs), customer satisfaction (CSAT), average handle time (AHT), productivity, quality, schedule adherence, and backlog management.
- Manage daily staffing coverage, workloads, and support queues to ensure operational targets and contractual service expectations are consistently achieved.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions to support individual development and strengthen overall team performance.
- Establish clear performance expectations and maintain accountability for productivity, service quality, attendance, schedule adherence, and customer experience.
- Identify performance gaps and implement targeted coaching strategies and improvement plans while recognizing and encouraging strong performance.
- Act as the primary escalation point for complex customer concerns, ensuring issues are handled promptly, accurately, and empathetically.
- Monitor customer interactions, reinforce program policies and procedures, and collaborate with Quality Assurance teams to improve service consistency and compliance.
- Identify operational risks, recurring customer issues, and emerging challenges, escalating high-priority concerns to the appropriate management team.
- Partner with Training and Quality Assurance to support onboarding, reinforce program knowledge, and ensure Support Specialists are equipped to deliver effective assistance.
- Identify and implement process improvements that enhance operational efficiency, reduce unnecessary customer contacts, and improve the overall support experience.
- Collaborate with management and cross-functional teams to execute operational priorities, support program initiatives, and communicate policy or procedural updates.
- Share frontline feedback, customer insights, and identified process gaps to contribute to continuous improvement across support operations.
Requirements:
- At least 3 years of experience in customer support or contact center operations, including 1–2 years in a team leadership or supervisory position.
- Proven experience managing, coaching, and developing frontline support teams in a high-volume, multichannel customer service environment.
- Strong understanding of contact center performance metrics, including SLAs, CSAT, AHT, quality assurance, productivity, and schedule adherence.
- Demonstrated ability to manage daily operations, coordinate staffing and workloads, balance competing priorities, and consistently achieve performance objectives.
- Strong analytical and data-driven mindset, with the ability to interpret performance reports, identify trends, and translate insights into actionable improvements.
- Excellent people management skills, including the ability to motivate employees, provide constructive feedback, manage performance challenges, and foster accountability.
- Strong problem-solving and organizational abilities, with experience managing complex customer escalations and making informed operational decisions.
- Excellent written and verbal communication skills, with the ability to collaborate effectively across teams and communicate expectations clearly.
- Proactive, hands-on, and adaptable leadership style, with the ability to thrive in fast-paced and evolving environments.
- Strong customer-oriented mindset and a genuine commitment to delivering exceptional support experiences.
- Collaborative approach and enthusiasm for helping families access educational opportunities through innovative education programs.
Benefits:
- Competitive annual salary ranging from $60,000 to $70,000.
- Fully remote working arrangement within the United States.
- Opportunity to lead and develop a dedicated customer support team.
- Meaningful work contributing to educational accessibility and expanding school choice opportunities for families.
- Collaborative environment at the intersection of education technology, financial technology, and public-sector innovation.
- Opportunity to contribute to the development and improvement of large-scale education programs.
- Inclusive workplace committed to equal employment opportunities.
- Reasonable accommodations available throughout the employment process.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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