Job Description: Manager of Support

About Odyssey:

At Odyssey, parents and their students are at the heart of what we do. Providing a great experience when they reach out to us is one of our top priorities. Our work is guided by our mission of ensuring access to high-quality K-12 education for all students. We're passionate about working with states, parents, and vendors to accomplish this through direct funding of families, enabling millions of students across the country to choose their own incredible education on our platform.

About the Role:

As the Manager of Support, you will play a crucial role in driving the efficiency, quality, and effectiveness of our support operations. Reporting to the Director of Support, you will oversee day-to-day operations, ensuring we meet our service level agreements (SLAs) across all channels. This role involves hiring and onboarding new team members, setting up efficient systems and processes, and regularly communicating with the broader organization about key Support initiatives. You will serve as the voice of our parents and students, sharing data and insights from support contacts.

What You’ll Do:

  • Build and lead an outstanding team that delivers a world-class support experience.
  • Represent the voice and needs of the customer within our team and to key stakeholders.
  • Oversee daily Support operations, ensuring the team meets SLAs for all channels.
  • Develop and maintain a staffing forecast that accounts for operational complexity and seasonality.
  • Manage all data and reporting for Support, sharing insights on the parent experience with the broader organization.
  • Implement the strategic direction and vision for the Support team’s growth and development as defined by the Director of Support.
  • Manage and maintain support tools (CRM, etc.) and seek out new innovations in systems and tools.
  • Actively lead your team, providing guidance during weekly 1:1 conversations and in-the-moment coaching.
  • Drive people, process, and technology improvement initiatives to optimize the parent experience.
  • Focus on customer satisfaction scores and strive for continuous improvements.
  • Support key stakeholders with larger projects, including launches in new states and/or with new programs.
  • Act as a liaison between functions outside of Support to facilitate activities that result in a better experience for parents.
  • Identify opportunities for continuous improvement and increased efficiency, focusing on automation and back-office needs.
  • Develop and maintain relationships with third-party vendors to ensure consistent service levels for parents.

About You:

  • 5+ years of experience managing Support teams, preferably within start-up or high-growth businesses.
  • Passionate about developing and mentoring team members, providing constructive feedback that drives improvement.
  • Highly organized and capable of multitasking, taking initiative to make things happen.
  • Open to re-evaluating processes and thinking outside the box, not bogged down by how things have always been done.
  • Experienced in scaling teams in line with business growth, maintaining a commitment to team development.
  • Balance hands-on operational work with strategic vision for future growth.
  • Excellent collaborator with cross-functional teams and outside vendors.
  • Expert in customer relationship management systems like HubSpot and contact management systems like Zendesk.
  • Committed to self-development through educational opportunities, professional publications, and networking.
  • Thrive in a fast-paced environment, taking your work seriously but not yourself.
  • Preferred experience with government offices, education, or fintech.

Additional Details:

  • This role is open to remote candidates in the U.S.
  • Applicants must be fluent in English; fluency in both English and Spanish is preferred.
  • Applicants must be currently authorized to work in the United States on a full-time basis.
  • Actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.

Our Commitment to Diversity:

Odyssey encourages individuals from diverse backgrounds to apply. We are an equal opportunity employer, committed to a fair and consistent interview process. Please inform us in your application if you require accommodation to apply for or perform your job.

Why Odyssey:

Join us if you believe in the power of education as the single most important investment we can make as Americans today. Odyssey is well-capitalized, with venture capital from leading technology investors such as Andreessen Horowitz. We are dedicated to making a massive impact in education in America.