Odyssey is hiring a
Manager of Support, Remote - United States

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