Family Support Supervisor

The Family Support Supervisor (FSS Supervisor) oversees the daily operations and performance of the Family Support Specialist team, ensuring families receive exceptional, timely, and compassionate support. This role blends leadership, operational oversight, and hands-on support in a mission-driven environment. You will supervise, coach, and develop Family Support Specialists, building a culture of accountability, empathy, and excellence. Monitor team KPIs, including call handling, ticket resolution, consent processing, and overall service quality. Facilitate team meetings, huddles, and one-on-ones to align priorities, share insights, and develop skills. Support onboarding, training, and ongoing professional development initiatives for new and existing teammates. You will own operational excellence across inbound call support, intake & referral coordination, and consent/account management. Monitor support platforms (e.g., Zendesk) to ensure timely, accurate documentation, resolution of cases, and data-driven decision-making. Identify operational bottlenecks, trends in unlinked consents or escalations, and implement process improvements to enhance efficiency and family experience. Partner with Product, Engineering, and Clinical teams to provide operational feedback and support enhancements that scale Hazel’s services.