Odyssey Energy Solutions

Manager

• 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

Program Support Manager

Full-stack Engineer

• Architect, plan and develop beautiful functional experiences for customers using TypeScript, AWS Lambda, Next.js, and other frameworks and languages.
• Design, write, and execute tests to ensure the robustness and reliability of our applications.
• Design and implement sophisticated database models considering scalability and performance.
• Develop and maintain APIs for widespread public and internal use, enhancing our mobile applications and various systems.
• Drive the continuous improvement of Odyssey’s Marketplace platform in collaboration with the product team.
• Collaborate with cross-functional teams to identify needs, formulate solutions, and bridge product gaps.
• Foster transparent communication within the team, sharing both challenges and successes openly.
• Contribute to system design, platform management, code reviews, and capacity planning.

Program Support Manager

Full Stack Engineer