Customer Support Supervisor

About The Company Edmentum is a forward-thinking organization dedicated to transforming education through innovative, tech-enabled learning solutions. As a company committed to fostering student success and supporting educators, Edmentum provides flexible, accessible learning environments tailored to meet diverse needs. Our mission is to create proven educational technology that ignites student potential by partnering with educators and institutions worldwide. With a strong focus on excellence, innovation, and customer satisfaction, we operate as a Remote First organization, leveraging the latest technology to deliver seamless support and impactful learning experiences. Our culture emphasizes continuous improvement, collaboration, and a customer-centric approach, ensuring we remain at the forefront of educational advancements.

About The Role As a Customer Support Supervisor at Edmentum, you will be entrusted with leading a high-performing support team dedicated to delivering exceptional service to our customers. Your strategic leadership will be vital in fostering a culture of continuous improvement and operational excellence. You will oversee daily support operations, manage escalations, and analyze support data to optimize team performance and customer satisfaction. This role requires a proactive leader who can motivate and develop team members, implement process improvements, and collaborate with cross-functional teams to align support initiatives with organizational goals. Your efforts will directly impact the quality of support provided, ensuring our customers receive timely, effective solutions and an outstanding experience with Edmentum's products and services.

Qualifications

• Bachelor’s degree or equivalent experience
• Minimum of 2+ years of customer service experience with direct customer contact
• Proficiency in Microsoft Office Suite and Salesforce CRM
• Strong ability to interpret policies, technical documentation, and reports
• Excellent verbal and written communication skills
• Proven leadership skills with the ability to motivate and mentor teams
• Customer-focused mindset with a commitment to delivering exceptional service
• Highly organized with strong planning and prioritization skills
• Adaptability to dynamic and evolving work environments
• Effective time and resource management skills
• Willingness to take on evolving responsibilities based on business needs

Responsibilities

• Lead, coach, and mentor a team of customer support professionals to achieve high performance and outstanding results
• Manage workflow, handle escalations, and resolve complex issues for large-scale customers
• Analyze support data to identify trends, optimize staffing, and enhance customer satisfaction
• Monitor team performance metrics and customer feedback to drive continuous improvement
• Champion process improvements and deliver ongoing training to support team development
• Oversee documentation and reporting activities to ensure operational transparency and accountability
• Collaborate with cross-functional teams to align support strategies with organizational goals
• Participate in strategic planning and contribute to the development of new support initiatives
• Ensure compliance with company policies and standards in all support activities

Benefits

• Medical, dental, and vision insurance with various plan options
• 401(k) retirement plan with company matching contributions
• Flexible Time Away Program including 10 paid holidays, 2 floating holidays, and 1 wellness day
• Winter office closure at the end of December
• Resources and programs to promote overall wellness and work-life balance
• Professional development opportunities and ongoing training
• Supportive remote work environment designed for flexibility and productivity

Equal Opportunity

Edmentum is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all qualified applicants receive consideration for employment without regard to race, color, creed, religion, national origin, ancestry, sex, age, disability, veteran status, marital status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.