Supervisor, Student Advising; Remote

Supervisor, Customer Support – Job Description

The ed2go Student Services team supports more than 130,000 online learners annually. The Supervisor, Customer Support is responsible for delivering exceptional customer experience by leading and developing a team of Support Representatives.

• Conduct frequent Quality Audits to evaluate customer interactions; ensure consistency in empathy, tone, accuracy & resolution.
• Use rubrics to assess quality, calibrate performance and provide consistent, objective evaluations.
• Identify trends & gaps in interactions; set the standard on service quality and translate insights into development priorities.
• Conduct weekly check‑ins to identify strengths and opportunities for improvement, review performance, and reinforce expectations.
• Set clear expectations and guide agents to consistently meet or exceed them.
• Maintain detailed documentation of performance metrics, coaching conversations, and development plans.

• Lead individualized coaching and development plans based on QA results, performance data and growth goals.
• Develop agent capability through observation‑based feedback and skill-building aligned with Customer First service; world‑class interactions, problem solving, and case resolution.
• Support New Hire onboarding, system navigation, and early development to accelerate ramp‑up and role readiness.
• Design and lead training workshops aligned with adult-learning standards; scenario‑based, role plays, practice & mastery.
• Assist in the development and implementation of quality improvement programs to increase satisfaction, drive productivity and improve service levels.

• Provide day‑to‑day leadership of team activities to ensure coverage, productivity, and achievement of KPIs.
• Supervise queues, elevate issues, and provide real‑time support to resolve customer inquiries accurately & efficiently.
• Drive measurable improvement of key service metrics (QA, Agent Growth, Resolution rates, & CSAT) by reviewing results, setting goals, & tracking progress.
• Clearly communicate expectations, process changes, and priorities to the team.
• Collaborate with peers and leadership to find opportunities to improve workflows, training materials, and customer‑facing processes.
• Manage scheduling, timecard approvals, and resourcing strategies within your team and in collaboration with other supervisors.
• Use discretion and independent judgment to resolve complex and escalated supervisor queue inquiries while maintaining a balance between company policy and customer benefit.

• Experience leading teams in results‑focused environments.
• Model emotional intelligence, empathy, and professionalism in every interaction.
• Exceptional communication, interpersonal, and coaching skills.
• Ability to evaluate performance objectively using rubrics & quality standards.
• Proven ability to deliver clear, actionable feedback with empathy and clarity.
• Strong attention to detail, organizational skills, and comfort working with performance metrics and reporting tools.
• Meet deadlines and handle tasks within expected time frame independently.
• Experience or interest in learning how to leverage AI tools in day‑to‑day work.

• Customer Focus:
  Passion for delivering outstanding customer experiences.
• Coaching & Mentorship:
  Ability to guide skill development and inspire growth.
• Analytical Thinking:
  Uses data and rubrics to make fair, informed decisions.
• Communication:
  Provides clear direction, feedback, and support.
• Accountability:
  Balances empathy with holding self & team members to high expectations; follows through on commitments.
• Adaptability:
  Comfortable navigating ambiguity, managing changing priorities & supporting team through change.

• 5+ Years working in a customer service role; experience in a customer rep role with multiple communication channels (phone, web, text, chat) preferred.
• 3+ Years using any enterprise customer support solution;
  Salesforce Service Cloud experience a plus.
• 1+ Years managing customer support team members.
• 1+ Years directly managing fully…