Parent Support Supervisor
Core
Lead and oversee customer support operations for state education programs, managing a team of 10–15 specialists to ensure timely, high-quality assistance for families.
Role type
Senior IC customer support supervisor
Builds
Customer support operations across phone, chat, and email channels for state education programs
Domain
Education technology / Public sector
Required skills
Team leadership, contact center operations management, performance metrics analysis (SLAs, CSAT, AHT), staffing and workload management, conflict resolution, process improvement, cross-functional collaboration
Preferred skills
Data-driven mindset, coaching and development, problem-solving, adaptability
Technologies
Contact center software, performance reporting tools
Responsibilities
Oversee daily support operations across multiple channels; Lead, coach, and develop a team of 10–15 Support Specialists; Monitor and improve key operational performance indicators; Manage daily staffing coverage and workloads; Conduct performance reviews and coaching sessions; Act as primary escalation point for complex customer concerns; Identify operational risks and implement process improvements
Seniority
Senior, hands-on IC