Joblaze summary

The Parent Support Supervisor at Odyssey oversees the daily operations of the Customer Support team for one to two state programs, ensuring high-quality service delivery and operational efficiency. This role requires strong leadership skills, a solid understanding of customer support metrics, and the ability to manage a team in a fast-paced environment. Ideal candidates have experience in customer support and team management, making this position suitable for those with a background in high-volume support settings. Odyssey's focus on educational access and operational excellence adds a unique dimension to the role.

Joblaze insights

Listed 2 days ago — first seen on Joblaze November 4, 2026. Last confirmed on Odyssey's careers page November 6, 2026.

Quick facts

Is the Parent Support Supervisor role remote?: Yes — Odyssey lists this as a fully remote position.
How much experience is required?: At least 3 years of relevant experience for this Parent Support Supervisor role.
What seniority level is this role?: Odyssey targets lead candidates for this position.
Is this full-time or contract?: Full-time for this Parent Support Supervisor role at Odyssey.

From the original posting

That’s where Odyssey comes in.

About the Role

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.

What You'll Do

Operational Management & State Program Performance

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.

People Management & Team Development

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.

Quality, Escalations & Risk Management

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.

Process Improvement & Cross-Functional Collaboration

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.

About You

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.

Standard company text repeated across Odyssey's postings is omitted here.

Parent Support Supervisor