Service & Support Operations Supervisor

Stride Learning
Virginia, United States
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Leadership","Coaching","Communication","Problem-solving","Customer focus"]

Lead a team of Level 1 Customer Support agents in a Support Contact Center, ensuring performance against daily/weekly/yearly metrics. Drive coaching and quality assurance through live and recorded reviews, enforce processes and policies, and align the team with leadership communications. Partner cross-functionally to improve support workflows, tools, and training, serving as an escalation point for complex issues while using data to identify gaps and implement continuous improvements.

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FursaFursa
Stride Learning
Stride Learning
1 day ago

Service & Support Operations Supervisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a team of Level 1 Customer Support agents in a Support Contact Center, ensuring performance against daily/weekly/yearly metrics. Drive coaching and quality assurance through live and recorded reviews, enforce processes and policies, and align the team with leadership communications. Partner cross-functionally to improve support workflows, tools, and training, serving as an escalation point for complex issues while using data to identify gaps and implement continuous improvements.
Location: Virginia, United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and supervise a team of Customer Support Level 1 agents (up to 20 FTE), including interviewing, hiring, developing, coaching, and evaluating performance.
  • •Set team performance goals, monitor metrics, and compile daily/weekly/yearly performance and activity reports for Customer Support leadership.
  • •Provide ongoing coaching and quality assurance using live and recorded reviews to improve customer experience, soft skills, and adherence to processes.
  • •Act as an escalation point for complex customer issues and maintain subject-matter expertise to handle day-to-day support needs.
  • •Use data to identify service gaps and root causes, collaborate cross-functionally to refine processes/tools/training, and implement continuous improvements to increase customer satisfaction and efficiency.
Travel: Low travel

Key Requirements

  • •High school diploma AND currently pursuing a BS/BA or MS/MA (or equivalent education and experience).
  • •3 years of contact center experience (or equivalent education and experience).
  • •Knowledge of enrollment, customer support, and/or online school systems (internal/external).
  • •Proven leadership and previous supervisory experience, able to motivate and drive execution.
  • •Strong inside sales/customer support metrics skills, including ability to manage against measurable goals and resolve conflicting priorities.
Experience:Contact centerCustomer supportInside salesK-12
Education:Bachelor's
Skills:LeadershipCoachingCommunicationProblem-solvingCustomer focus
Tech Stack:SalesforceMicrosoft Office SuiteOutlookWordExcelPowerPointMicrosoft Windows 10Microsoft Windows 11PC/Internet applications

Company Brief

Stride Learning
Builds digital learning solutions and instructional design services for organizations and educators, offering personalized curriculum, training, and professional development aimed at improving learner outcomes and engagement.
Industry: EdTech
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