Student Advising Supervisor

Job Summary

Leading a remote team of Support Representatives, the full-time Supervisor, Student Advising will manage quality assurance, performance metrics, and coaching initiatives to ensure exceptional customer service and operational excellence.

Key responsibilities

• Conduct quality audits and provide feedback to enhance customer interactions and service quality
• Develop and implement individualized coaching plans to improve agent performance and customer satisfaction
• Oversee daily team operations to ensure productivity and achievement of key performance indicators (KPIs)

Required qualifications

• 5+ years of experience in customer service, with a preference for roles involving multiple communication channels
• 3+ years of experience using enterprise customer support solutions, with Salesforce Service Cloud experience preferred
• 1+ year of experience managing customer support teams, particularly in a remote environment
• Experience with enterprise phone solutions for call routing and metrics; familiarity with Vonage is a plus
• Background in the EdTech industry is advantageous