Odyssey is hiring a
Manager of Support, Remote - United States
![Logo of Odyssey](https://cdn.jobscollider.com/logo/odyssey-f460.webp)
Summary
The job description is for a Manager of Support at Odyssey, a company that provides K-12 education. The role involves managing daily operations, hiring and onboarding new team members, setting up efficient systems and processes, and regularly communicating with the broader organization about key Support initiatives.
Requirements
- 5+ years of experience managing Support teams, preferably within start-up or high-growth businesses
- Passionate about developing and mentoring team members, providing constructive feedback that drives improvement
- Highly organized and capable of multitasking, taking initiative to make things happen
- Open to re-evaluating processes and thinking outside the box, not bogged down by how things have always been done
- Experienced in scaling teams in line with business growth, maintaining a commitment to team development
- Balance hands-on operational work with strategic vision for future growth
- Excellent collaborator with cross-functional teams and outside vendors
- Expert in customer relationship management systems like HubSpot and contact management systems like Zendesk
- Committed to self-development through educational opportunities, professional publications, and networking
Responsibilities
- Build and lead an outstanding team that delivers a world-class support experience
- Represent the voice and needs of the customer within our team and to key stakeholders
- Oversee daily Support operations, ensuring the team meets SLAs for all channels
- Develop and maintain a staffing forecast that accounts for operational complexity and seasonality
- Manage all data and reporting for Support, sharing insights on the parent experience with the broader organization
- Implement the strategic direction and vision for the Support team’s growth and development as defined by the Director of Support
- Manage and maintain support tools (CRM, etc.) and seek out new innovations in systems and tools
- Actively lead your team, providing guidance during weekly 1:1 conversations and in-the-moment coaching
- Drive people, process, and technology improvement initiatives to optimize the parent experience
- Focus on customer satisfaction scores and strive for continuous improvements
- Support key stakeholders with larger projects, including launches in new states and/or with new programs
- Act as a liaison between functions outside of Support to facilitate activities that result in a better experience for parents
- Identify opportunities for continuous improvement and increased efficiency, focusing on automation and back-office needs
- Develop and maintain relationships with third-party vendors to ensure consistent service levels for parents
Preferred Qualifications
- Thrive in a fast-paced environment, taking your work seriously but not yourself
- Preferred experience with government offices, education, or fintech
Benefits
- This role is open to remote candidates in the U.S
- Applicants must be fluent in English; fluency in both English and Spanish is preferred
- Applicants must be currently authorized to work in the United States on a full-time basis
This job is filled or no longer available
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