Remote Parent Support Supervisor - Lead 10-15 Specialists

Jobgether; United States; A distancia; USD 60.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Leadership role

Descripción de la vacante

Jobgether is partnering with a United States based client seeking a Parent Support Supervisor. You will lead a 10-15 person support team across state education programs, ensuring high-quality families’ assistance via phone, chat, and email.

You will drive performance, coach staff, and collaborate with QA and Training to sustain service excellence. You will monitor SLAs, CSAT, and AHT, manage staffing, and implement process improvements in a fast-paced environment that expands access to education

Formación

• 3+ years in customer support or contact center operations
• 1-2 years in a team leadership or supervisory role
• Experience managing frontline teams in multichannel customer service
• Strong knowledge of contact center metrics (SLAs, CSAT, AHT)
• Analytical mindset with ability to translate data into improvements
• Excellent people management and feedback skills
• Ability to motivate and develop staff
• Collaborative approach across functions
• Strong written and verbal communication skills
• Proactive, adaptable leadership in fast-paced environments

Responsabilidades

• Oversee daily customer support operations across one or two state programs
• Lead, coach, and develop a team of 10-15 Support Specialists
• Monitor and improve SLAs, CSAT, AHT, productivity and backlog
• Manage staffing, workloads and support queues to meet targets
• Conduct regular performance reviews and coaching sessions
• Set clear performance expectations and accountability
• Identify gaps and implement targeted coaching plans
• Act as escalation point for complex customer concerns
• Monitor interactions and ensure policy compliance
• Collaborate with QA and Training to onboard staff
• Identify process improvements to boost efficiency
• Partner with management to execute priorities
• Share frontline feedback for continuous improvement
• Communicate policy changes across teams

Conocimientos

Team leadership

Coaching

Multichannel support

Customer service metrics

Data analysis

Communication

Problem solving

Staffing coordination

Performance management

Collaboration

Descripción del empleo

Jobgether is partnering with a United States based client seeking a Parent Support Supervisor. You will lead a 10-15 person support team across state education programs, ensuring high-quality families’ assistance via phone, chat, and email.

You will drive performance, coach staff, and collaborate with QA and Training to sustain service excellence. You will monitor SLAs, CSAT, and AHT, manage staffing, and implement process improvements in a fast-paced environment that expands access to education