Service & Support Operations Supervisor

About this role

Job Description The Services and Support Operations Supervisor leads a team of Customer Support Level 1 agents responsible for delivering customer service and technical assistance through the Support Contact Center. This role ensures the team meets key performance metrics, prioritizes daily activities, and provides accurate performance reporting and operational updates to Customer Support leadership. 

The Supervisor ensures team alignment with leadership communications, enforces adherence to policies and procedures, and identifies opportunities to improve processes and drive workflow efficiency. This role also partners closely with the Training team to onboard new Level 1 agents and support ongoing coaching and development. The Supervisor reports directly to the Operations Manager for the Customer Support organization.  SUMMARY : The Services and Support Operations Supervisor leads a team of Customer Support Level 1 agents responsible for delivering customer service and technical assistance through the Support Contact Center. This role ensures the team meets key performance metrics, prioritizes daily activities, and provides accurate performance reporting and operational updates to Customer Support leadership.   The Supervisor ensures team alignment with leadership communications, enforces adherence to policies and procedures, and identifies opportunities to improve processes and drive workflow efficiency. This role also partners closely with the Training team to onboard new Level 1 agents and support ongoing coaching and development. The Supervisor reports directly to the Operations Manager for the Customer Support organization.     Key Responsibilities      • Performance Management: Set performance goals for the team, monitor metrics, and track progress using standardized reports and daily activity measures. Compile and present team performance data regularly (daily, weekly, yearly).  

• Team Coaching and Development: Provide ongoing coaching to improve customer experience, soft skills, operational processes, and quality assurance (live and recorded reviews). Foster a collaborative and motivated team environment through recognition programs and morale-boosting strategies.  

• Cross-Department Collaboration: Partner with other departments to refine processes and tools, develop strategies to improve customer experience, drive revenue, and reduce operational costs.  

• Issue Resolution and Support: Serve as an escalation point for team members, manage escalations and complex customer issues, and maintain expertise in support processes to handle day-to-day responsibilities effectively.  

• Continuous Improvement: Use data-driven insights to identify service gaps, determine root causes, and implement actionable improvements across processes, procedures, and training.  

  Essential Functions:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.   • Sets goals and monitors performance (for individuals and the overall team) to ensure customers are receiving best in class service and support  

• Uses a data‑driven approach to recommend improvement strategies that enhance customer satisfaction, team efficiency, and operational integrity  

• Measures effectiveness of personnel based off standardized metrics and daily activities  

• Compiles team performance activity and metric reports on a daily/weekly/yearly basis  

• Actively engages team in regular and consistent coaching to enhance customer experience and provide regular feedback opportunities for improvement to soft-skills and the completion and adherence of operational processes; completes regular and consistent quality assurance monitoring for all team members (live and recorded review)  

• Collaborates with cross‑functional departments to review and refine processes, procedures, and tools, and to develop strategies that increase revenue and reduce costs.  

• Serves as a Level 1 escalation point and subject‑matter resource for team members  

• Fosters a collaborative, motivating team environment by developing recognition programs, contests, and engagement initiatives  

• Maintains comprehensive knowledge of support processes and procedures to effectively lead day‑to‑day team operations.  

• Works closely with support and operations teams to recommend and implement strategies and projects that improve customer experience  

• Continuously identifies opportunities to improve internal and external customer experiences and enhance technical support quality  

• Analyzes support and service data, processes, and requirements to identify performance gaps; assists the contact center in implementing improved processes, procedures, and training based on deep system knowledge  

• Conduct regular coaching sessions with team members, ensuring all discussions are documented with clear coaching notes and defined action items.  

  Supervisory Responsibilities: Directly supervises up to 20 Full-Time Equivalent (FTE) regular employees and/or contractors. Responsibilities include interviewing, hiring, developing, coaching, motivating, and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; and addressing complaints and resolving problems in accordance with organizational policies and applicable laws.     Minimum Qualifications:   • High School Diploma AND Currently pursuing a BS/BA or MS/MA degree) OR Equivalent combination of education and experience  

• Three (3) years of contact center experience OR Equivalent combination of education and experience  

• Knowledge of current Enrollment, Customer Support and / or Online School Systems (internal / external)  

• Proven leadership experience, able to champion change and innovation  

• Previous supervisory experience, able to motivate while driving execution  

• Ability to lead and work within a cross-functional team environment  

• Familiarity with a variety

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