Program Support Manager

Odyssey Energy Solutions

full-time

Posted on: 1/24/2026

Location Type: Remote

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💰 $60,000 - $80,000 per year

About the role

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

4+ years of experience leading and developing customer support or customer experience teams
Proven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channels
Strong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention
Experienced people leader who builds trust, accountability, and high-performing teams
A proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situations
Comfortable operating in fast-paced, ambiguous, and evolving environments
Highly collaborative, with experience partnering cross-functionally to execute operational strategies
Strong operational mindset with a passion for process improvement, documentation, and scalability
High agency leader who takes ownership and drives initiatives from concept to execution
Excellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insights
Experienced in managing escalations, quality standards, and risk in customer-facing environments
Motivated by mission-driven work and excited to make a meaningful impact through Odyssey’s mission.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer support performanceSLAsAHTCSATNPSqualityretentionoperational strategiesprocess improvementrisk mitigation

Soft Skills

coachingmotivationperformance managementproblem-solvingcollaborationcommunicationtrust buildingaccountabilityleadershipadaptability