Supervisor, Customer Service

About Us

Stellar Virtual was founded in 2019 with one school in Texas. We serve parents of K-12 students, unhappy with their current school, or needing an at-home/flexible learning environment. Today, Stellar Virtual has grown to six schools across three states: Texas, Arizona, and Indiana. Stellar Virtual is committed to going above and beyond for our virtual families. 

Our Promise
Empowering families with the choice of a high-quality virtual school with dedicated staff focused on student outcomes and an exceptional customer experience, our program will enable students to thrive and unleash their full potential.

Our Mission

Empowering Families. Unleashing Potential. 

Our Core Values

Stellar Virtual has five core values that shape and define our organization’s culture across all programs and locations. Each establishes a shared sense of purpose and creates a cohesive environment where everyone can feel connected to the mission.

• Go the Extra Mile (Go): Customer Service is everyone’s job.

• Make Your Motion Matter (Make): Prioritize, focus, and support Stellar Virtual goals.

• Kids First, Always (Kids): Our actions, decisions, and behaviors are always grounded by those we serve, students and their families.

• Respect: Assume positive intent with our students, families, and colleagues.

• Create, Collaborate, & Communicate (the Cs): Demonstrate the skills we want our students to learn. 

We remember our values with this phrase: 
Go Make Kids Respect the Cs!

Our core values promote a culture of identity, safety, and trust. When a company consistently adheres to its values, it builds credibility with employees, customers, partners, and other stakeholders to anchor Stellar Virtual's long-term vision and strategic goals. 

Technology Aspect
Stellar Virtual does not currently provide all employees or contractors with the necessary equipment (i.e., computers, internet service, telephone, home office setup, etc.) required for employment. Depending on your position, you may be assigned a company-issued device to use throughout your tenure of employment.

Position Overview

The Team Lead of Customer Service plays a crucial role in overseeing the day-to-day operations of the Customer Service team, ensuring a high level of service is consistently provided to students, parents, and community members. In this role, the Team Lead is responsible for supporting a team of Customer Service Representatives, ensuring timely and accurate responses to inquiries, resolving escalated issues, and driving continuous improvement of customer service processes. The Team Lead will collaborate with other departments to provide seamless customer service experiences, all while maintaining an in-depth understanding of Stellar Virtual's policies, services, and platforms.

Essential Position Functions

• One Number: 9+ Customer Service Score

• Lead and mentor the Customer Service team, setting clear expectations and providing ongoing training and development.

• Actively monitor Customer Care platforms (email, phone, text, Let's Talk) to ensure timely and accurate responses.

• Handle escalated issues, working with cross-functional teams to resolve complex concerns promptly and effectively.

• Implement and monitor performance metrics to ensure team efficiency and customer satisfaction.

• Serve as the point of contact for Customer Service needs internally and externally. 

• Develop and execute strategies for improving overall customer experience, streamlining workflows, and enhancing communication across platforms.

• Coordinate with departments such as IT, Enrollment, and Academics to resolve issues and ensure consistency in messaging.

• Regularly report on team performance, customer satisfaction trends, and service-level improvements to leadership.

• Foster a customer-centric environment that prioritizes the needs of families and students.

Required Skills, Knowledge, and Abilities

• Proven leadership and team management skills in a virtual customer service environment.

• Strong written and verbal communication skills.

• Ability to handle complex and escalated issues professionally.

• Proficiency in customer service platforms and CRM systems, alongside Google Suite.

• Excellent problem-solving and conflict-resolution abilities.

• Strong organizational and time management skills, with a service-level mindset.

• Ability to work both independently and collaboratively within a virtual team setting.

• Customer-first mindset, with a passion for delivering exceptional service and fostering positive customer relationships.

Education & Certification Requirements

• Bachelor's degree in Business Administration, Communications, or Education is preferred but not required; significant experience in a related role/industry may substitute for education. 

• At least five years of experience in customer service, with at least two years in a leadership role, preferably within an educational setting.
  

Equal Employment (EEO) StatementAt Stellar Virtual, we embrace diversity and foster an inclusive and supportive work environment. We welcome applicants from all backgrounds and experiences. Stellar Virtual is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Stellar Virtual participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States without sponsorship. Apply