Odyssey · 4 hours ago
Program Support Manager
United States
Full-time
Remote
Mid, Senior Level
$60K/yr - $80K/yr
4+ years expOdyssey is dedicated to improving access to high-quality education across the U.S. and is seeking a Program Support Manager to enhance customer support performance. This role involves leading a team, driving operational excellence, and developing strategies to ensure a high-quality experience for families in State Programs.
EdTechEducation
Responsibilities
Own customer support performance across channels (phone, chat, email)
Accountable for SLAs, AHT, CSAT, quality, retention, and key metrics
Conduct recurring channel assessments using reports and quality measures
Own State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines
Develop and execute State Program operational strategies in partnership with Implementation Team
Leverage performance data and reporting to drive insights, recommendations, and improvements
Directly lead and develop your team of Support Specialists through coaching, motivation, and support
Enable Support Specialists to deliver exceptional service across all channels
Act as a key liaison between frontline Support Specialists and Support Leadership
Identify potential risks to Odyssey’s Support operation and the State Program, resolve issues, and implement risk mitigation plans
Run weekly interaction calibration sessions to ensure alignment on agent performance and quality expectations
Serve as primary point of contact for State Program escalations
Proactively share performance feedback with Support leadership
Partner with Head of Support to enhance processes
Conduct process reviews and establish best practices
Document and memorialize process improvements
Champion a continuous improvement mindset across Support and within State Programs
Qualification
Required
4+ years of experience leading and developing customer support or customer experience teams
Proven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channels
Strong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention
Experienced people leader who builds trust, accountability, and high-performing teams
A proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situations
Comfortable operating in fast-paced, ambiguous, and evolving environments
Highly collaborative, with experience partnering cross-functionally to execute operational strategies
Strong operational mindset with a passion for process improvement, documentation, and scalability
High agency leader who takes ownership and drives initiatives from concept to execution
Excellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insights
Experienced in managing escalations, quality standards, and risk in customer-facing environments
Motivated by mission-driven work and excited to make a meaningful impact through Odyssey's mission
Applicants must be currently authorized to work in the United States on a full-time basis
Preferred
Priority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming
Benefits
Medical/Dental/Vision plan(s)
Health services
Short term disability
Unlimited PTO
More
Company
Odyssey
Odyssey is the first business to create a product specifically for managing education savings accounts and microgrants.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$14.75MKey Investors
Bradley TuskAndreessen Horowitz
2024-05-29Series A· $10M
2022-10-26Seed· $4.75M
Leadership Team
Joseph Connor
Founder and CEO
Meaghan Barber
Head of Partnerships
Recent News
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