State Program Support Lead - Customer Ops

Odyssey; Oregon; Hybrid; USD 70,000 - 95,000; Full time

Job summary

Odyssey is seeking a State Program Support Supervisor to lead daily operations for 1–2 state programs. You will manage 10–15 Support Specialists, ensuring top-quality customer experiences across phone, chat, and email while meeting program targets.

In this hands-on leadership role, you will coach, monitor performance, and collaborate with Training and QA to optimize onboarding and ongoing readiness. You will act as the first escalation point for complex issues and drive improvements across the

Qualifications

• 3+ years of customer support or contact center experience.
• 1–2 years in a team lead or supervisory role.
• Experience with multichannel support environments.
• Data-driven leader using reporting and performance insights.

Responsibilities

• Oversee daily customer support operations for 1–2 state programs across phone, chat, and email.
• Monitor KPIs including SLAs, CSAT, AHT, productivity, quality, and schedule adherence.
• Lead, coach, and develop a team of 10–15 Support Specialists.
• Partner with Training and Quality Assurance to support onboarding and readiness.
• Escalate and manage risk for complex customer issues and process improvements.

Skills

Customer support

Team leadership

Multichannel support

Data-driven

Job description

Odyssey is seeking a State Program Support Supervisor to lead daily operations for 1–2 state programs. You will manage 10–15 Support Specialists, ensuring top-quality customer experiences across phone, chat, and email while meeting program targets.

In this hands-on leadership role, you will coach, monitor performance, and collaborate with Training and QA to optimize onboarding and ongoing readiness. You will act as the first escalation point for complex issues and drive improvements across the