About Odyssey
Empowering voices for meaningful conversations
Key Highlights
- Over 1 million active users engaging in discussions
- Headquartered in New York City, fostering a vibrant tech scene
- Team size of 201-500 employees, promoting collaboration
- Focus on positive social impact and personal growth
Odyssey is a social platform based in New York City that empowers users to share their thoughts and engage in meaningful conversations across various topics. With a focus on fostering positive social impact, Odyssey has attracted a community of over 1 million users. The company is committed to creat...
🎁 Benefits
Odyssey offers competitive salaries, equity options, flexible remote work policies, and generous PTO to support work-life balance. Employees also bene...
🌟 Culture
Odyssey promotes a culture of inclusivity and open dialogue, encouraging employees to express their ideas freely. The company values social impact and...
Program Manager • Mid-Level
Overview
Odyssey is hiring a Program Support Manager to enhance customer support performance across various channels. You'll focus on operational excellence and team development. This role requires a customer-centric approach and strong leadership skills.
Job Description
Who you are
You are a customer-obsessed leader with a strong focus on data-driven decision-making. You have experience in managing customer support operations and are passionate about delivering high-quality service to families. Your leadership style emphasizes empathy and development, ensuring that your team is equipped to meet the needs of the families you serve.
You understand the importance of performance metrics and are skilled in analyzing data to drive improvements. You have a proven track record of enhancing customer support strategies and are comfortable working cross-functionally to achieve operational excellence. Your ability to communicate effectively with various stakeholders is key to your success in this role.
What you'll do
In this role, you will own the customer support performance across multiple channels, including phone, chat, and email. You will be accountable for key performance indicators such as service level agreements (SLAs), average handling time (AHT), customer satisfaction (CSAT), and retention metrics. You will conduct regular assessments of support channels to identify areas for improvement and implement strategies to enhance the customer experience.
You will lead a team of customer support professionals, focusing on their development and performance management. Your hands-on approach will involve coaching team members, providing feedback, and fostering a culture of continuous improvement. You will collaborate with other departments to streamline processes and ensure that the support provided aligns with the overall mission of Odyssey.
What we offer
At Odyssey, you will be part of a mission-driven organization that is dedicated to improving access to education for families across the U.S. We offer a supportive work environment where your contributions will have a meaningful impact on students and families. As we grow, you will have ample opportunities for professional development and career advancement. Join us if you believe in the power of education and want to make a difference.
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