[Hiring] Parent Support Supervisor @Odyssey

Role Description

We're looking for a customer-obsessed, results-driven State Program Support Supervisor to lead the day-to-day operations and performance of our Customer Support team across one to two state programs.

In this role, you'll directly manage a team of 10–15 Support Specialists, ensuring they consistently deliver exceptional customer experiences while meeting operational and program-specific performance expectations. You'll be responsible for:

• Coaching and developing your team
• Managing daily workflows
• Monitoring key performance metrics
• Proactively addressing challenges that could impact our customers or state program operations

This is a hands-on leadership role that requires strong people management skills, operational discipline, and the ability to make informed decisions in a fast-paced environment. You'll serve as the primary point of accountability for the daily performance of your assigned programs, partnering closely with the Customer Support Manager to:

• Execute operational priorities
• Identify opportunities for improvement
• Ensure a seamless support experience for the families we serve

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 with the ability to motivate teams, deliver constructive feedback, and maintain accountability
• Excellent problem-solving, organizational, and communication skills, with the ability to navigate complex escalations
• Proactive, hands-on, and adaptable leader who thrives in fast-paced, evolving environments
• Collaborative and passionate about delivering exceptional customer experiences and expanding access to educational opportunities

Requirements

• 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 to meet performance targets and contractual service expectations
• Identify operational challenges, performance trends, and emerging risks, taking proactive action to drive improvements
• 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
• Serve as the first point of escalation for complex customer issues, ensuring timely, accurate, and empathetic resolutions
• Identify and implement opportunities to improve operational efficiency, reduce unnecessary customer contacts, and enhance customer experience

Company Description

Odyssey sits at the intersection of GovTech, EdTech, and FinTech. We are a public-sector operator, a technology company, and a program delivery partner all at once. The work we do is civic infrastructure — it determines whether families can access life-changing educational opportunities.

We’re backed by respected investors, including a16z and Tusk Venture Partners, and we’re building the team that will take us to the next stage.