19 days old

National Academic Support Team Supervisor, Stride Learning Solutions

K12 Services
Atlanta, GA 30303
  • Job Code

Over 20 years ago, Stride was founded to provide personalized learning powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

No matter their age, wealth, or environment, every learner possesses unique talents and boundless potential. Every learner is ready to be inspired by a great education. While many students thrive in traditional brick-and-mortar schools, others are limited by a system that simply doesn't fit their needs. Stride is establishing the kind of personal learning that everyone can access.

Whether providing students with unique opportunities for growth or empowering educators with the tools and knowledge they need to succeed, we know personalized education works. We're steadfast in our dedication to the entire education community. And we're energized to best serve every learner, educator, and enterprise. This philosophy demands a culture driven by an earned trust, constant improvement, and creative innovation. Were all in.

The Academic Support Team is responsible for providing customer service via chat, phone, and ticket requests including, but not limited to: tutoring, quiz resets, IEP processing, exemption requests, course and teacher issues, minor technical issues, and course navigation and set up. The Customer Support Supervisor is responsible for assisting the Academic Support Manager in supervising, supporting and training customer support agents. This position supports special AST teams including, but not limited to the course assignment team, IEP team and Student Notification Liaison team. This position evaluates, investigates, and solves complaints of customers and takes an active part in planning, formulating and developing customer service policies and procedures.

Essential Functions:The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • Supervises Academic Support Team agents

  • Supervises employees to ensure exemplary customer services is provided to all clients;

  • Identify deficiencies in skills and additional training through formal and informal case observations that may be needed about the products or services of the organization;

  • Assists with providing required training to agents;

  • Oversee course and sub assignment teams;

  • Supports other teams such as IEP team and Student Notification Liaison team;

  • Uses institutional knowledge to solve and investigate customers long-standing or complex problems with confidence and patience;

  • Communicates politely with customers, schools and cross-departmental personnel by email, telephone and other equipment;

  • Reads pertinent updates, and communicates them to agents so that they may be aware of the latest updates and requirements;

  • Monitors queues to ensure adherence to set policies and procedures;

  • Recognizes and identifies potential areas for improvement, or where new policies and procedures can be developed or modified;

  • Exhibits discernment skills and ability to make quick decisions;

  • Exhibits teamwork and leadership skills;

  • Willing to handle escalated customer services issues;

  • Demonstrate passion for helping students, school staff and instructors;

  • Support shift scheduling, PTO and subbing schedules

Supervisory Responsibilities: Directly supervises 5 - 10 Full-time Equivalent (FTE) regular employees and/or contractors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Required Qualifications:

  • Bachelors Degree AND

  • At least one year experience in an educational customer service role

  • Equivalent combination of education and experience

Other Required Qualifications:

  • Strong written/verbal communication skills

  • Proficient in the use of Peak Brightspace, Online School, Online Middle/High School, Totalview School and CAP

  • Proficient and consistent use of Salesforce and Service Cloud

  • Microsoft Office (Outlook, Word, Excel & PowerPoint), Web proficiency

  • Schedule flexibility

  • Ability to clear required background check

Certificates and Licenses: Must hold and maintain a valid teaching license with any states Department of Education.

Desired Qualifications:

  • At least one year experience on the Academic Support Team

  • Prior experience in leadership role

  • Experience with online teaching and supporting adults and children with the use of technology

Work Environment:This is a home-based position

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is at-will as governed by the law of the state where the employee works. It is further understood that the at-will nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

See job description

Posted: 2021-01-06 Expires: 2021-02-04
Sponsored by:
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National Academic Support Team Supervisor, Stride Learning Solutions

K12 Services
Atlanta, GA 30303

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