Service & Support Operations Supervisor

Job ID: Remote position accessible to residents of all 50 states and Washington, D.C.

About the role

The Services and Support Operations Supervisor leads a team of Customer Support Level 1 agents responsible for delivering customer service and technical assistance through the Support Contact Center. This role ensures the team meets key performance metrics, prioritizes daily activities, and provides accurate performance reporting and operational updates to Customer Support leadership. The Supervisor ensures team alignment with leadership communications, enforces adherence to policies and procedures, and identifies opportunities to improve processes and drive workflow efficiency. This role also partners closely with the Training team to onboard new Level 1 agents and support ongoing coaching and development. The Supervisor reports directly to the Operations Manager for the Customer Support organization.

Responsibilities

• Set performance goals for the team, monitor metrics, and track progress using standardized reports and daily activity measures.
• Compile and present team performance data regularly (daily, weekly, yearly).
• Provide ongoing coaching to improve customer experience, soft skills, operational processes, and quality assurance (live and recorded reviews).
• Foster a collaborative and motivated team environment through recognition programs and morale-boosting strategies.
• Partner with other departments to refine processes and tools, develop strategies to improve customer experience, drive revenue, and reduce operational costs.
• Serve as an escalation point for team members, manage escalations and complex customer issues, and maintain expertise in support processes.
• Use data-driven insights to identify service gaps, determine root causes, and implement actionable improvements across processes, procedures, and training.
• Conduct regular coaching sessions with team members, ensuring all discussions are documented with clear coaching notes and defined action items.
• Directly supervise up to 20 Full-Time Equivalent (FTE) regular employees and/or contractors, including interviewing, hiring, developing, coaching, motivating, and training employees.
• Plan, assign, and direct work; evaluate performance; reward and discipline employees; and address complaints and resolve problems in accordance with organizational policies and applicable laws.

Requirements

• High School Diploma and currently pursuing a BS/BA or MS/MA degree or equivalent combination of education and experience.
• Three (3) years of contact center experience or equivalent combination of education and experience.
• Knowledge of current Enrollment, Customer Support, and/or Online School Systems (internal/external).
• Proven leadership experience, able to champion change and innovation.
• Previous supervisory experience, able to motivate while driving execution.
• Familiarity with a variety of call center concepts, practices, and procedures.
• Strong acumen for inside sales metrics and techniques; ability to manage against measurable goals; strong track record of delivering measurable results.
• Ability to handle multiple assignments with effective resolution of conflicting priorities in a fast-paced environment, while remaining detail-oriented.
• Customer-focused with excellent interpersonal and communication skills (written, oral, and presentation).
• Ability to pass required background check.
• High-speed internet connection (minimum 50Mbps download speed and 10Mbps upload speed, Ethernet connection preferred).
• Sedentary work involving fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer use.
• Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
• Professional home office setup free from distractions during operational hours.
• Ability to attend virtual training sessions via webcam.
• Familiarity with home-based or public/private school education systems.
• Thorough knowledge of home-based connectivity support.
• Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and PC/Internet applications.
• Proficiency in web-based applications; Salesforce experience is a plus.
• Knowledge of Microsoft Windows Operating Systems (Windows 10, Windows 11).
• Strong problem-solving and analytical skills with a solutions-oriented mindset.
• Ability to manage high call volumes and maintain positive team morale.
• Experience with creating and implementing call center and business process maps designed to improve conversions.
• Ability to prioritize competing tasks effectively to deliver results.
• Independent and team-oriented work capabilities.
• Open to feedback and guidance, demonstrating adaptability and improvement.
• Resilient and positive contributor to team dynamics.
• Proven ability to hire, train, develop, coach, and motivate a team.
• Ability to own and execute projects with minimal supervision.
• Call Center experience with a focus in consultative sales and/or support operations in a seasonal industry or equivalent combination of education and experience.
• Ability to work weekends and travel up to 10% of the time (e.g., team-building activities).

Desired Qualifications

• Previous experience with Stride/K12.
• Previous experience in working in a contact center with supervisory experience.
• Salesforce CRM experience.
• Previous customer service or sales experience with proven record of achievement.

Work Environment

The position is fully remote. A dedicated, quiet workspace free from distractions is required to perform tasks efficiently and professionally. Reliable high-speed internet access is necessary to ensure uninterrupted workflow and communication. Availability to attend virtual meetings or trainings via video conferencing software may be required.