Program Support Manager
Leads customer support operations for state education programs across phone, chat, and email. The role manages performance metrics, develops frontline specialists, handles escalations and risk, and drives scalable process improvements in a fast-paced environment.
About the job
Responsibilities
- Own customer support performance across phone, chat, and email channels.
- Manage SLAs, average handle time (AHT), CSAT, quality, retention, and other support metrics.
- Own State Program KPIs and SLAs in accordance with program guidelines and company expectations.
- Develop and execute State Program operational strategies with the Implementation team.
- Use performance data and reporting to identify insights, recommendations, and improvements.
- Lead and develop Support Specialists through coaching, motivation, performance management, and support.
- Enable frontline specialists to deliver exceptional service across all channels.
- Liaise between Support Specialists and Support Leadership.
- Identify operational and State Program risks, resolve issues, and implement mitigation plans.
- Run weekly interaction-calibration sessions to align on performance and quality expectations.
- Serve as the primary contact for State Program escalations.
- Share performance feedback with Support leadership.
- Partner with the Head of Support to enhance processes, conduct process reviews, establish best practices, and document improvements.
- Champion continuous improvement across Support and State Programs.
Requirements
- 4+ years of experience leading and developing customer support or customer experience teams.
- Experience coaching, motivating, and performance-managing frontline specialists across phone, chat, and email.
- Track record of owning performance metrics such as SLAs, AHT, NPS, quality, and retention.
- Experience building trust, accountability, and high-performing teams.
- Strong problem-solving skills and the ability to bring structure and calm to complex situations.
- Comfortable working in fast-paced, ambiguous, and evolving environments.
- Cross-functional collaboration experience in executing operational strategies.
- Strong operational mindset with a focus on process improvement, documentation, and scalability.
- Ability to take ownership and drive initiatives from concept through execution.
- Excellent written and verbal communication skills.
- Experience managing escalations, quality standards, and risk in customer-facing environments.
- Must be authorized to work full-time in the United States.
Compensation & Benefits
- Salary range: $60,000–$80,000, depending on experience, interview performance, and location.
- Medical, dental, and vision plans.
- Health services.
- Short-term disability.
- Unlimited paid time off.
Skills
Customer Support, Customer Experience, Slas, Average Handle Time, Csat, Nps, Quality Management, Retention, Performance Management, Process Improvement, Risk Management, Escalation Management, Data Reporting, Documentation, Cross-Functional Collaboration
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