UWorld ยท 1 day ago
Director of Customer Experience
Coppell, TX
Full-time
Onsite
Director/Executive
10+ years expUWorld is an e-learning company that has helped millions prepare for various high-stakes exams. They are seeking a Senior Director of Customer Experience to lead their Customer Care and Technical Accounts teams, focusing on delivering exceptional service and optimizing processes.
Education
Responsibilities
Oversee day-to-day operations involving all customers including following responsibilities
Efficiently resolving customer concerns via phone calls/emails/tickets
Managing team member schedules
Monitoring individual and team performance and trainings
Enhancing quality of customer service delivered, ensuring compliance with service level agreements, etc
Oversee day-to-day operations involving B2B customers including following responsibilities
Setting up best-in-class processes for onboarding users
Handling, resolving, and routing business inquiries/issues in a timely manner
Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc
Build out a knowledge base for the team to reinforce consistent and timely customer experience
Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side
With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed
Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment
Identify and retain key talent and cultivate pathways of career development and growth for the team
Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals
Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
Manage the flow of information accurately and appropriately
Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success
Qualification
Required
Bachelor's degree or equivalent experience
10 years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
5 years of experience leading and training a Customer Care team
Experience administering customer support tools and technologies, like CRMs and/or ticketing systems
Benefits
Competitive compensation (contingent on experience)
Paid time off (based on sliding scale according to hire date and work hours), parental leave, bereavement, and 8 hours of volunteer time
A generous paid holiday schedule that includes the entire week of Christmas
Comprehensive benefits package (medical, vision, dental, life, disability and pet insurance)
401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
Annual professional and career development opportunities available
Social Committee that offers an inclusive environment to get to know coworkers in a fun way
Daily on-site group fitness classes
Company
UWorld
UWorld is an e-learning company offering formative assessment strategies services.
501-1000 employees
H1B Sponsorship
UWorld has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (28)
2024 (18)
2023 (22)
2022 (17)
2021 (5)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Chandra S. Pemmasani
Founder & CEO
Recent News
2025-11-14
2025-10-21
2024-03-11
Company data provided by crunchbase