State Program Support Supervisor — Lead a High-Impact Team

Odyssey; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Odyssey is seeking a State Program Support Supervisor to lead the daily operations of our Customer Support team across one to two state programs. You will manage 10–15 Support Specialists, ensuring exceptional experiences while meeting program requirements.

This hands-on leadership role emphasizes coaching, staffing, scheduling, metrics, and proactive risk management in a fast-paced public-sector setting. You will partner with the Program Support Manager to drive improvements and ensure families

Qualifications

• 3+ years of customer support or contact center experience, including 1–2 years in a supervisory role.
• Experience leading frontline teams in a high-volume, multichannel environment.
• Strong understanding of contact center KPIs (SLAs, CSAT, AHT, quality, productivity).

Responsibilities

• Oversee daily customer support operations for 1–2 state programs across phone, chat, and email.
• Coach and develop a team of 10–15 specialists to deliver high-quality service.
• Monitor performance metrics and address risks to ensure program success.
• Identify process improvements and drive cross-functional initiatives.

Skills

Customer support leadership

Multichannel support

KPIs management

Coaching & development

Operations management

Data-driven decisions

Job description

Odyssey is seeking a State Program Support Supervisor to lead the daily operations of our Customer Support team across one to two state programs. You will manage 10–15 Support Specialists, ensuring exceptional experiences while meeting program requirements.

This hands-on leadership role emphasizes coaching, staffing, scheduling, metrics, and proactive risk management in a fast-paced public-sector setting. You will partner with the Program Support Manager to drive improvements and ensure families