Parent Support Supervisor

Odyssey Energy Solutions

. Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and email .

Posted 11/2/2026full-timeRemote • United StatesMid-LevelSenior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support operations, focusing on performance metrics such as SLAs, CSAT, and AHT. Proven ability to lead and develop teams while implementing process improvements to enhance customer experience.

Highest-signal resume keywords

Customer Support ManagementTeam LeadershipPerformance Metrics AnalysisProcess Improvement ImplementationMultichannel Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA ManagementCSAT MonitoringAHT AnalysisQuality AssuranceProductivity TrackingBacklog ManagementData-Driven LeadershipOperational Risk AssessmentPerformance Review ConductingCoaching and Development

Soft Skills

Problem-SolvingOrganizational SkillsCommunication SkillsMotivational LeadershipAdaptability

Industry Keywords

Contact Center OperationsCustomer ExperiencePerformance TargetsStaffing ManagementEscalation Management

About the role

Key responsibilities & impact

Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and email
Monitor and drive SLAs, CSAT, AHT, productivity, quality, schedule adherence, and backlog management
Manage workloads, staffing coverage, and queues to meet performance targets and contractual service expectations
Identify operational challenges, performance trends, and emerging risks, and drive improvements
Partner with the Program Support Manager on staffing needs, priorities, and performance updates
Lead, coach, and develop a team of 10–15 Support Specialists
Conduct one-on-ones, performance reviews, and coaching sessions
Set expectations and hold specialists accountable for productivity, quality, attendance, schedule adherence, and customer experience
Address performance gaps through coaching and improvement plans while recognizing strong performance
Partner with Training and Quality Assurance on onboarding, program knowledge, and specialist readiness
Serve as the first escalation point for complex customer issues
Monitor interaction quality, reinforce program policies, and improve service consistency and compliance
Collaborate with Quality Assurance on calibrations and performance improvements
Escalate operational risks, recurring issues, and high-priority concerns
Implement process improvements to increase efficiency, reduce unnecessary contacts, and enhance customer experience
Execute process improvements and program initiatives with cross-functional teams
Keep specialists informed of policy changes, program updates, and procedures
Share frontline insights, customer feedback, and process gaps to support continuous improvement

Requirements

What you’ll need

3+ years of customer support or contact center experience, including 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 leadership using 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 leadership in fast-paced, evolving environments
Legally authorized to work in the US without sponsorship