Customer Experience Director

Job Summary

To nurture a community of over 9,000 families, the full-time Customer Experience Director will manage relationships, lead a customer support team, and engage creatively with families while working remotely.

Key Responsibilities

• Communicate with families via phone, email, and chat to resolve inquiries and foster brand loyalty
• Recruit, train, mentor, and manage a customer support team member to delegate operational tasks
• Nurture community engagement through proactive initiatives like tailored newsletters and family outreach

Required Qualifications

• 5+ years of experience in customer success, customer support, account management, or marketing
• Exceptional empathy and communication skills with a proven track record of building community relationships
• Highly proactive in transforming customer insights into operational improvements
• Results-driven and accountable to deadlines and commitments
• Experience in the NYC parenting or education market is highly preferred