Parent Support Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 2%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Odyssey Energy Solutions

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

💼 Consulting

📦 Logistics

⚡ Energy

💰 $15M Series A on 2023-05

Consulting • Logistics • Energy

Odyssey Energy Solutions is a platform that accelerates the clean energy transition in emerging markets by connecting renewable energy companies, financiers, and suppliers. It offers tools and services for financing, equipment procurement, and remote monitoring for distributed renewable energy projects. With an emphasis on efficiency and streamlined transactions, Odyssey aims to help organizations deploy renewable energy solutions more quickly and effectively, while managing their assets reliably.

📋 Description

• Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and email • Monitor and drive SLAs, CSAT, AHT, productivity, quality, schedule adherence, and backlog management • Manage workloads, staffing coverage, and queues to meet performance targets and contractual service expectations • Identify operational challenges, performance trends, and emerging risks, and drive improvements • Partner with the Program Support Manager on staffing needs, priorities, and performance updates • Lead, coach, and develop a team of 10–15 Support Specialists • Conduct one-on-ones, performance reviews, and coaching sessions • Set expectations and hold specialists accountable for productivity, quality, attendance, schedule adherence, and customer experience • Address performance gaps through coaching and improvement plans while recognizing strong performance • Partner with Training and Quality Assurance on onboarding, program knowledge, and specialist readiness • Serve as the first escalation point for complex customer issues • Monitor interaction quality, reinforce program policies, and improve service consistency and compliance • Collaborate with Quality Assurance on calibrations and performance improvements • Escalate operational risks, recurring issues, and high-priority concerns • Implement process improvements to increase efficiency, reduce unnecessary contacts, and enhance customer experience • Execute process improvements and program initiatives with cross-functional teams • Keep specialists informed of policy changes, program updates, and procedures • Share frontline insights, customer feedback, and process gaps to support continuous improvement

🎯 Requirements

• 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 leadership using 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 leadership in fast-paced, evolving environments • Legally authorized to work in the US without sponsorship

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