- Experience
- Any
- Salary
- USD 2,000 – USD 4,000 / month
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- Work from home
- Eligibility
- Applicants with experience leading customer service, support, or customer experience teams are suitable. Remote team management experience and the ability to work U.S. hours are expected.
- Resume
- Required to apply
Job description
Role overview
HelloLesson is a long-established education business with eight brands, 15 years of experience, and more than 150,000 students served. The company is looking for a Head of Customer Experience to strengthen and scale its customer service function across all brands.
This is a senior ownership role for someone who can lead people, improve processes, optimize Zendesk, and drive down cancellations, refunds, and unresolved issues. You will have the authority to raise standards, refine workflows, coach the team, and build a more accountable customer experience operation for students, parents, instructors, and partners.
What you will be accountable for
- Directing customer support operations across multiple education brands
- Leading and improving a remote team of up to 50+ team members
- Refining Zendesk views, workflows, macros, escalation paths, and reporting
- Lowering cancellations, refund cases, open tickets, and repeat complaints
- Improving speed of response, resolution turnaround, and first-contact resolution
- Reviewing calls, emails, chats, and tickets to coach and develop staff
- Setting KPIs, quality standards, communication scripts, and accountability processes
Candidate profile
The company is seeking someone with a strong background in customer support, customer service, or customer experience leadership. The ideal person is an operator who knows how to build systems, not only manage day-to-day tickets, and who is comfortable leading a distributed team.
Success in this role depends on using data and reporting to improve outcomes, communicating clearly in writing and speaking, and being able to coach team members while holding performance standards firmly.
What success should look like
- Quicker replies to customers
- Fewer refund and cancellation requests
- More organized and effective Zendesk processes
- Stronger customer satisfaction results
Why this opportunity stands out
This is not an entry-level support leadership role. It offers the chance to shape the customer experience function for a growing education company with established brands, a substantial customer base, and the freedom to implement meaningful operational changes.
The right hire can have a direct influence on customer satisfaction, retention, team performance, and overall business growth.
Location and schedule
This position is remote and follows U.S. working hours.
Compensation
The monthly pay range is USD 2,000 to USD 4,000, with performance-based bonus potential.
Additional compensation may increase the monthly total to more than USD 4,000, depending on performance.