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Company

Miaplaza, Inc. · 9 hours ago

Director of Customer Experience

United States

Full-time

Remote

Director/Executive

$89K/yr - $152K/yr

5+ years exp

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Responsibilities

Build a vision for the customer experience department at Miaplaza that allows us to handle diverse support needs, establishing clear communication and reporting lines between expert teams.

Develop and ensure efficient operations and high quality interactions between staff and customers, aligning with the company’s mission and goals.

Utilize data and analytics to identify trends, make informed decisions, and drive strategic initiatives that drive customer satisfaction and improve retention.

Optimize resource allocation to manage seasonal fluctuations in customer service demand, ensuring rapid response times during peak periods while maximizing staff utilization during slower seasons.

Generate communication strategies that engage our customer base by:

Facilitating consistent and timely communication with our customers across a wide range of scenarios and customer facing channels

Fostering a sense of community through online forums and social media

Improving feedback mechanisms

Partner with management to handle escalated customer interactions, ensuring communications remain in alignment with the company’s mission and values.

Develop processes for identifying trending customer questions and issues and proactively addressing them.

Maintain exceptional standards of quality in customer interactions that address customers’ underlying needs and misconceptions.

Mentor and develop the customer service management team, promoting a culture of excellence, customer compassion, efficiency, and continuous improvement.

Direct the hiring strategy for the customer service department, working with customer service managers to set clear hiring goals and develop effective hiring processes that recruit exceptional customer service agents.

Ensure robust onboarding, professional development, and growth opportunities are in place at all levels of the department.

Implement department-wide professional development strategies to strengthen the skills, knowledge, and efficiency of the customer services team.

Spearhead the integration of customer service across diverse business lines, collaborating with product experts to ensure comprehensive, high-quality support throughout the organization.

Collaborate with Pedagogy, Product Development, and other department leaders to develop and align unified goals and strategies that drive sales and influence product decisions.

Partner with Marketing to train customer service staff in ethical product promotion, emphasizing honest recommendations based on customer fit.

Qualification

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5+ years management experienceCross-functional managementCustomer service expertiseEdtech experienceUS education systemContinuous improvementSales experienceMarketing experience

Required

A bachelor’s degree or equivalent experience

5+ years in a management role with a proven track record in building and managing high-performance teams

Experience in cross-functional management, driving culture and organizational change

Prior experience in a customer-facing role, with expertise in customer service principles and best practices

Passionate about creating exceptional learning experiences for students and seamless product experiences for their families.

Strong interpersonal and communication skills

Growth mindset and motivated by constructive feedback

Proven ability to work independently, manage schedules, and meet deadlines

Highly motivated, proactive, and seeks opportunities for continuous improvement

High standards of integrity and transparency

Access to a computer/laptop (with camera) and reliable high-speed internet connection

Preferred

Experience in Edtech, tech, and/or a Software as a Service companies

Demonstrated success in building strong operations and scaling teams

Sales and/or marketing experience

Prior experience in the field of education, with strong knowledge of the US education system.

Benefits

Health, dental, and vision insurance, inclusive of specialty care options like fertility benefits, mental health services, and chiropractic care

FSA

HSA

401(k) retirement plan with employer match

Paid Time Off (PTO), floating holidays, parental leave, and other perks and benefits

Free site memberships and discounted MOHS tuition for the children in their household, plus two additional memberships for other children in their lives