Service & Support Operations Supervisor

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Stride, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2000

💼 Consulting

🏥 Healthcare

📚 Education

Consulting • Healthcare • Education

Stride, Inc. is an innovative company focused on transforming education through online learning and personalized teaching. It serves a diverse range of learners including K–12 students, adult learners, military families, businesses, and school districts. Stride offers a variety of educational products and services, which include K–12 education solutions, career development programs, and personalized tutoring. With a commitment to social responsibility and inclusion, Stride aims to help learners of all ages achieve their full potential by providing flexible and effective learning opportunities both in online public schools and beyond. Stride is also involved in developing tools for educators and supporting businesses by offering career development options and access to a talented workforce. The company is publicly traded on the NYSE under the symbol LRN.

📋 Description

• Lead and supervise a team of Customer Support Level 1 agents in the Support Contact Center • Ensure the team meets performance metrics and prioritize daily activities • Compile and present daily, weekly, and yearly team performance reports • Provide coaching, feedback, quality assurance monitoring, and development for team members • Partner with Training to onboard new Level 1 agents and support ongoing coaching • Collaborate cross-functionally to refine processes, procedures, tools, and customer experience strategies • Serve as a Level 1 escalation point and resolve complex customer issues • Use data-driven analysis to identify service gaps, root causes, and process improvements • Develop recognition programs, contests, and engagement initiatives • Maintain expertise in support processes and procedures • Directly supervise up to 20 regular employees and/or contractors • Interview, hire, train, motivate, evaluate, reward, and discipline employees • Plan, assign, and direct work; address complaints and resolve problems • Own and execute projects with minimal supervision • Report directly to the Operations Manager for the Customer Support organization

🎯 Requirements

• High School Diploma and currently pursuing a BS/BA or MS/MA degree, or equivalent combination of education and experience • Three years of contact center experience, or equivalent combination of education and experience • Knowledge of enrollment, customer support, and online school systems • Proven leadership and previous supervisory experience • Ability to champion change and innovation • Ability to lead and work within a cross-functional team environment • Familiarity with call center concepts, practices, and procedures • Strong knowledge of inside sales metrics and techniques, with ability to manage measurable goals • Strong track record of delivering measurable results • Ability to manage multiple assignments and conflicting priorities in a fast-paced environment • Customer-focused with excellent interpersonal and communication skills • Ability to pass required background check • High-speed internet with at least 50 Mbps download and 10 Mbps upload speed • Satellite, DSL, data plans, wireless, and dial-up internet are not compatible • Ethernet connection preferred • Daily access to a smart device capable of downloading and using apps • Professional home office setup free from distractions • Ability to attend virtual training sessions via webcam • Familiarity with home-based or public/private school education systems • Thorough knowledge of home-based connectivity support • Strong verbal, written, listening, and consultative customer-service skills • Proficiency in telephone, email, voicemail, and chat communication • Expertise in Microsoft Office Suite and PC/Internet applications • Proficiency in web-based applications • Knowledge of Microsoft Windows 10 and Windows 11 • Strong problem-solving and analytical skills • Ability to manage high call volumes and maintain positive team morale • Experience creating and implementing call center and business process maps to improve conversions and support scalable improvements • Ability to prioritize competing tasks effectively • Ability to work independently and as part of a team • Adaptability and openness to feedback • Proven ability to hire, train, develop, coach, and motivate a team • Strong positive attitude and work ethic • Ability to own and execute projects with minimal supervision • Call center experience focused on consultative sales and/or support operations in a seasonal industry, or equivalent combination of education and experience • Ability to work weekends • Capability to travel up to 10% of the time • Ability to clear required background check • Previous Salesforce CRM experience is a plus • Previous Stride/K12 experience is desired • Previous supervisory contact-center experience is desired • Previous customer service or sales experience with proven achievement is desired

🏖️ Benefits

• Fully remote work • Professional home office setup • Virtual training sessions via webcam • Virtual meetings or trainings via video conferencing software • Reasonable accommodations for individuals with disabilities • Team-building activities • Equal employment opportunity and protected-veteran/individuals-with-disabilities protections