Parent Support Supervisor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Parent Support Supervisor based in the United States. As a Parent Support Supervisor, you will lead and oversee customer support operations across one or two state education programs, ensuring families receive timely, effective, and high-quality assistance. You will manage a team of 10–15 Support Specialists, providing hands-on leadership, coaching, and performance guidance in a fast-paced, high-volume environment. Your responsibilities will span daily operations across phone, chat, and email channels, with a strong focus on service quality, operational efficiency, and customer satisfaction. You will monitor key performance indicators, optimize team workflows, and proactively address challenges that may affect families or program delivery. Working closely with management, Quality Assurance, Training, and cross-functional teams, you will help implement improvements and maintain consistent service standards. This is an exciting opportunity to contribute to expanding access to educational opportunities while supporting the families and communities who benefit from school choice programs. Accountabilities: - Oversee daily customer support operations across one or two assigned state programs, managing phone, chat, and email channels to ensure efficient workflows and consistent service delivery. - Lead, coach, and develop a team of 10–15 Support Specialists, fostering accountability, engagement, collaboration, and a customer-first culture. - Monitor and improve key operational performance indicators, including service level agreements (SLAs), customer satisfaction (CSAT), average handle time (AHT), productivity, quality, schedule adherence, and backlog management. - Manage daily staffing coverage, workloads, and support queues to ensure operational targets and contractual service expectations are consistently achieved.

- Conduct regular one-on-one meetings, performance reviews, and coaching sessions to support individual development and strengthen overall team performance. - Establish clear performance expectations and maintain accountability for productivity, service quality, attendance, schedule adherence, and customer experience. - Identify performance gaps and implement targeted coaching strategies and improvement plans while recognizing and encouraging strong performance. - Act as the primary escalation point for complex customer concerns, ensuring issues are handled promptly, accurately, and empathetically. - Monitor customer interactions, reinforce program policies and procedures, and collaborate with Quality Assurance teams to improve service consistency and compliance. - Identify operational risks, recurring customer issues, and emerging challenges, escalating high-priority concerns to the appropriate management team. - Partner with Training and Quality Assurance to support onboarding, reinforce program knowledge, and ensure Support Specialists are equipped to deliver effective assistance. - Identify and implement process improvements that enhance operational efficiency, reduce unnecessary customer contacts, and improve the overall support experience. - Collaborate with management and cross-functional teams to execute operational priorities, support program initiatives, and communicate policy or procedural updates. - Share frontline feedback, customer insights, and identified process gaps to contribute to continuous improvement across support operations. Requirements: - At least 3 years of experience in customer support or contact center operations, including 1–2 years in a team leadership or supervisory position. - Proven experience managing, coaching, and developing frontline support teams in a high-volume, multichannel customer service environment.