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About the Role
As Supervisor, Student Services, you’ll lead a team of call center agents while also providing direct customer support. You’ll serve as the department’s subject matter expert, partnering with your team and colleagues across the business to resolve student and client issues. Through hands-on leadership, thoughtful coaching, and strong operational oversight, you’ll help deliver a consistent, high-quality service experience.
Responsibilities
- Serve as the primary liaison for Client Service Managers, supporting call reviews, client service requirements, stewardship reporting, special requests, and student communications.
- Lead system readiness efforts for new clients in partnership with IT Services and coordinate activities that support a successful launch.
- Manage team schedules, shift coverage, and timecard processes to maintain appropriate staffing and operational support.
- Oversee student communications and review notifications for accuracy, clarity, and appropriateness before distribution.
- Lead monthly one-on-one meetings with team members and provide coaching, actionable feedback, technical development, and quality assurance support.
- Foster strong team communication and engagement through regular team meetings and consistent information sharing.
- Provide direct customer support and help resolve escalated student and client issues in partnership with internal teams.
Requirements
- 3+ years of experience in a call center, customer service, or technical support environment, including supervisory or team leadership experience.
- Demonstrated experience coaching and developing employees and providing timely, constructive performance feedback.
- Strong customer service, problem-solving, and escalation management skills.
- Excellent written and verbal communication skills, with the ability to work effectively across departments.
- Strong organizational skills and the ability to manage staffing, scheduling, and multiple operational priorities.
- Experience collaborating with technical and operational teams to resolve issues and support client needs.
- Ability to work a Panama schedule and varying shifts based on business needs.
Skills
- Customer service
- Problem-solving
- Escalation management
- Written communication
- Verbal communication
- Organizational skills
- Staffing management
- Scheduling management
- Operational priority management
- Collaboration
- ServiceNow
- Workday
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- 3+ years of experience
- Supervisory or team leadership experience
Salary/Compensations
- $20 - $22 per hour
- Annual Bonus
Benefits
- Learning and development opportunities
- Competitive benefit packages
- Paid Parental Leave
- Vacation starting at 15 days increasing with length of service
- 10 days paid sick leave
- 4 days off each year to volunteer
About the Company
- At Boldyn Networks, we’re reimagining the future of interconnectivity. Our network solutions are solving some of tomorrow’s greatest challenges. We are one team across the globe. Always listening. Learning. We value different perspectives and challenge each other to be our best. Here, you can change lives today and create a better tomorrow.
- We’re large enough to deliver and maintain large-scale operations, giving you the opportunity to work on exciting projects and expand your skills. You’ll be surrounded by talented colleagues who thrive on solving problems, just like you. Together, you’ll make your mark on projects that matter and find new strengths along the way.
Equal Opportunity
- Diversity recognizes the ways we differ. Our backgrounds, perspectives and experiences are what make us unique. And it’s important to us, to our future. To build a workforce that’s representative of the societies we serve. So that we can listen, learn, and understand how to solve our customers’ problems in the smartest ways possible.
- We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background, or religion.