СШАParent Support Supervisor
5 дн. назад
60k–70k USD / годСШАRemote
Supervise and support parents within education savings account programs remotely in the US.
О компании
- K-12 education is one of the most consequential determinants of a child’s future — and many families have had limited ability to shape how and where their child learns. Education Savings Account (ESA) programs along with the Education Freedom Tax Credit are changing that. One of the fastest-growing public education initiatives in the U.S., they give states the ability to put education funding directly in the hands of families, who can then choose the learning experiences that best fit their child — from schools and tutors to therapy, curriculum, and technology.
- But once these policies are signed into law, states face an enormous operational challenge. They must stand up entirely new programs, manage the secure and compliant flow of public funds, approve and monitor thousands of vendors, support families at scale, and prevent fraud — all while delivering a high-quality user experience.
- That’s where comes in.
- We partner with state agencies to design, launch, and operate ESA and school choice programs on their behalf. We provide the technology, program operations, vendor ecosystem, and family experience that make these programs actually work in the real world. Today, we operate across 10 states, and our platform powers programs serving 250,000+ students and over $2B in annual education funding — and we’re just getting started.
- Most recently, we launched the Texas Education Savings Account (EFA) program — the biggest day-one ESA launch in the country — which has already received nearly 200,000 applications. It’s the kind of moment that captures exactly what we’re building toward: programs that work at scale, from day one, when it matters most.
- We’re backed by respected investors, including a16z and Tusk Venture Partners, and we’re building the team that will take us to the next stage.
- sits at the intersection of GovTech, EdTech, and FinTech. We are a public-sector operator, a technology company, and a program delivery partner all at once. The work we do is civic infrastructure — it determines whether families can access life-changing educational opportunities.
Обязанности
- We're looking for a customer-obsessed, results-driven State Program Support Supervisor to lead the day-to-day operations and performance of our Customer Support team across one to two state programs.
- In this role, you'll directly manage a team of 10–15 Support Specialists, ensuring they consistently deliver exceptional customer experiences while meeting operational and program-specific performance expectations. You'll be responsible for coaching and developing your team, managing daily workflows, monitoring key performance metrics, and proactively addressing challenges that could impact our customers or state program operations.
- This is a hands-on leadership role that requires strong people management skills, operational discipline, and the ability to make informed decisions in a fast-paced environment. You'll serve as the primary point of accountability for the daily performance of your assigned programs, partnering closely with the Customer Support Manager to execute operational priorities, identify opportunities for improvement, and ensure a seamless support experience for the families we serve.
Требования
- 3+ years of customer support or contact center experience, including 1–2 years in a team lead or supervisory role.
- Proven ability to lead, coach, and develop frontline teams in a high-volume, multichannel support environment.
- Strong understanding of contact center KPIs, including SLAs, CSAT, AHT, quality, productivity, and schedule adherence.
- Experience managing daily operations, balancing competing priorities, and consistently meeting performance targets.
- Data-driven leader who leverages reporting and performance insights to identify opportunities and drive results.
- Strong people management skills with the ability to motivate teams, deliver constructive feedback, and maintain accountability.
- Excellent problem-solving, organizational, and communication skills, with the ability to navigate complex escalations.
- Proactive, hands-on, and adaptable leader who thrives in fast-paced, evolving environments.
- Collaborative and passionate about delivering exceptional customer experiences and expanding access to educational opportunities.
Другое
- We’re in the weeds with state partners, internally with our product teams, and turning ambiguous policy into real systems that families depend on. This means building a platform that meets each state’s configuration needs while being flexible enough to support all customers. We are not building be-spoke software!
- If you want a highly structured environment, this will feel uncomfortable. If you want ownership, speed, and problems that actually matter, you’ll feel right at home.
- Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and email, ensuring operational efficiency and consistent service delivery.
- Monitor and drive key performance metrics, including SLAs, CSAT, AHT, productivity, quality, schedule adherence, and backlog management.
- Manage daily workloads, staffing coverage, and queues to meet performance targets and contractual service expectations.
- Identify operational challenges, performance trends, and emerging risks, taking proactive action to drive improvements.
- Partner with the Program Support Manager on staffing needs, operational priorities, and performance updates.
- Lead, coach, and develop a team of 10–15 Support Specialists, fostering accountability, engagement, and a customer-first culture.
- Conduct regular one-on-ones, performance reviews, and coaching sessions to drive individual and team performance.
- Set clear expectations and hold specialists accountable for productivity, quality, attendance, schedule adherence, and customer experience.
- Address performance gaps through targeted coaching and improvement plans while recognizing strong performance.
- Partner with Training and Quality Assurance to support onboarding, reinforce program knowledge, and ensure specialist readiness.
- Serve as the first point of escalation for complex customer issues, ensuring timely, accurate, and empathetic resolutions.
- Monitor interaction quality, reinforce program policies, and identify opportunities to improve service consistency and compliance.
- Collaborate with Quality Assurance on calibrations, coaching opportunities, and performance improvements.
- Proactively identify and escalate operational risks, recurring issues, and high-priority concerns to the Program Support Manager.
- Identify and implement opportunities to improve operational efficiency, reduce unnecessary customer contacts, and enhance customer experience.
- Partner with the Program Support Manager and cross-functional teams to execute process improvements and program initiatives.
- Ensure specialists remain informed of policy changes, program updates, and operational procedures.
- Share frontline insights, customer feedback, and process gaps to support continuous improvement across Support operations.